CX BP - Power Products

Job Description

Name of Entity

SEPL / SEIPL / SEIL

JD Creation Date

Function BU / Department

Customer Satisfaction & Quality

MRF ID

Position Title

Business Operation Quality

Job code

Position Type (Replacement or new)

Replacement

Prepared by

(Hiring Manager)

Reports to (position title)

Country CS&Q head (Director)

Cost Centre

No.

of Subordinates

Direct -

-

Indirect -

-

Geographical Responsibility

Country

2 or more Countries

Zone

Operating Div.

Global

Zone - e.g.

G China, G India, NEA, Pacific, SEA; OD - e.g.

APOD, EOD, NAOD, IOD

Location

Compass Code

(To be filled by HR BP's)

Travel Required

(Yes or No)

Yes

Budget

Position Costing (DVC or NDVC)

NDVC

MISSION - WHY THIS POSITION EXISTS

The role holder can handle one or multiple BUs based on the criticality & size of the BU

• This position is the voice of the customer and is a customer experience champion for the BU.

This position acts a conscience keeper & an advocate for the BU Head & the team to keep customer in front of everything we do and to ensure that we are always #Customer First.

Key mission carried out by this role holder are:


* Helps the business units in handling major customer pain points across quality, delivery, service or any other touch point affecting their overall experience with Schneider


* Acts as the pivot to bring all the stakeholders (BU, GSC (Supply chain & Logistics), LOB, R&D, Field Services, National Sales etc.) together in resolving issues faced by the customer.


* Is the owner of I2P process for the BU and drives improvement in customer satisfaction by implementing systematic issue resolution actions


* Leads any recall / containment and works with LOB, Field Services, Logistics & other stakeholders to ensure that customers are not affected


* Leads / plays a key role along with process owner in improvement / correction of any commercial process (across the value chain from Order to Delivery / Order to Execution including vendor / partner processes) affecting customer experience


* Carry out proactive customer visits & supports BU in reactive visits and in each scenario captures the hot point leading to customer dissat and works with BU / GSC / LOB in driving corrective actions


* Leads / plays a key role along with function / process owner to plan, execute / monitor key actions that come out of Customer Voice surveys / Customer visits


* Drives Mission Profile in the Front Office with support from GSC & LOB


* Strives to create a quality culture in the BU by promoting Customer First core value, Quality/ customer experience processes

NETWORK OF INTERACTION Major interaction parties:

(Internal e.g.

colleagues, Sales & Marketing Dept., Unions & etc.

External e.g.

legal advisor, customers, distributors, Clients & etc)

REQUIREMENTS

Educational Qualifications

Must to have

Engineering degree

Job Experience

Overall

10-12 years

Experience

Relevant

3-5 years in sales/marketing/front o...