We can't predict what the future holds, but we know Texas Instruments will have a part in shaping it.

About the job

Texas Instruments is looking for an energetic, service and results oriented individual to join our sales operations team. Sales Operations supports all facets of customer operational needs including Customer Service Operations, Asset Management, Forecasting/Tools, and Pricing Execution. The Customer Service Operations team is focused on eliminating barriers to achieving annual revenue plans by driving optimal backlog coverage and proactive order management. The Customer Service Representative role is responsible for working with assigned customers, Business Units, and Field Sales teams in order to meet these objectives.

What you will gain in this role:

• Play an integral role as key stakeholder in two of the company’s biggest initiatives - expanding TI.com online presence and evolving our customer support model to bring more customer direct while utilizing Ti.com as their first entry point towards TI
• Opportunity to work closely with a variety of organizations, Finance & Operations, Field Sales, Quality, digital marketing, TI store and more to achieve best in class support and operational excellence
• Develop and implement strategies and process improvements to enhance internal and external experience with our Customer support center (CSC).
• Leadership experience with a TI supplier guiding the CSC operations leaders on this exciting growth journey through setting clear expectations and assuring governance and accountability

Business Summary:

The Customer support center provides customer support for all of our customer inquiries through TI.com and supporting our strategy in bringing more customer direct for any order fulfillment tasks. Working in close partnership with our Customer Operations team, the CSC will be integral to scaling our customer service capabilities to support the growth in our direct customer base. The Americas TI.com lead role will be critical to the success of the CSC in those regions, achieving our vision of building trust inside the organization as well establish closer relationship with our customer

Responsibilities may include, but are not limited to:

• Work closely with our external partner and their Operation leads to drive consistency, stability and quality of execution
• Act as lead contact window for the Americas region regarding TI.com & Direct Order fulfilment related inquiries and escalations
• Define and implement strategies to eliminate barriers to smooth process integration & knowledge transfer in the CSC
• Coordinate cross functionally (regional sales, Field Applications Engineers, Business Units, quality, procurement, logistics, trade compliance, university program, Online catalog business, legal, IT, digital marketing, etc.)
• Evaluate opportunities to improve regional customer support journey in conjunction with Customer Ops, Sales, IT, Online catalog business, CSC, quality, logistics
• Collect feedback and identify insights from regional perspective and make recommendations into the support process, content, TI.com journey, etc.
• Local point of contact for TI employees regarding TI.com & Direct Order fulfilment] escalations & inquiries
• Identify/report/escalate local needs for customers in region for any process supported by CSC or future process need
• Drive and support internal communication and education of the customer support vision & journey
• Identify opportunities for customers to self-serve, process automations and efficiency improvements
• Develop understanding of our CRM platform capabilities while enabling alternative solutions for our customers & TI employees as per criticality
• Manage and/or deliver trainings to CSC to address knowledge gaps or growth areas
• Operational metrics review and reporting out to assure closed loop feedback with relevant stakeholders

Minimum requirements:

• Bachelor’s Degree in Business Administration, Industrial Engineering, Supply Chain Management, Finance, Accounting or other business-related fields
• 3+ years of experience in Finance & Operations or external experience in the respective area

Knowledge/Skills/Experience:

• Motivated self-starter capable of multi-tasking, establishing priorities and following through to close actions
• Strong communication skills with proven ability to partner, build relationships, and influence across functional, geographical, and cultural boundaries
• Customer-centric mindset to advocate on customer’s behalf
• Analytical and problem-solving skills to identify trends and opportunities within data to make recommendations and seek solutions for new and existing challenges
• Ability to develop and execute plans to achieve business results with minimum guidance
• Ability to proactively adapt to varying responsibilities to achieve business results

Why TI?

• Engineer your future. We empower our employees to truly own their career and development. Come collaborate with some of the smartest people in the world to shape the future of electronics.
• We’re different by design. Diverse backgrounds and perspectives are what push innovation forward and what make TI stronger. We value each and every voice, and look forward to hearing yours. Meet the people of TI
• Benefits that benefit you. We offer competitive pay and benefits designed to help you and your family live your best life. Your well-being is important to us.

About Texas Instruments

As a global semiconductor company, we design, manufacture, test and sell analog and embedded processing chips to nearly 100,000 customers. Our products enable electronics everywhere and in things you experience every day - from health care, smart homes and connected cars to drones, smart phones and more. Our passion to create a better and more sustainable world by making electronics more affordable through semiconductors drives us to make our technology smaller, more efficient, more reliable and more affordable