Customer Experience Manager

Customer Experience Manager

Schneider Electric has an opportunity for a Customer Experience Manager responsible for our Oxford, OH location.

You will be primarily accountable for managing/ supervising customer service, scheduling, and order related activities.

What do you get to do in this position?



* Identify root causes and eliminates short-term and long-term barriers in the customer service process.


* Implement and supporting lean tools within the department and plant.


* Manage the interface with internal and external customers, including coordinating activities with Schneider Electric functional areas, manufacturing, sales, distribution and field service.


* Support and manage a world class customer service experience, create engaged customers and facilitate organic growth.


* Take ownership of customers issues and follow problems through to resolution.


* Set a clear mission and deploy strategies focused towards that mission.


* Accurately and expeditiously handle all customer complaints and inquires including: status, production, delivery, and billing inquires.


* Manage the coordination with customer regarding product selection, placement of order, order engineering, delivery schedules, and expediting.


* Proactively solves problems with customer interaction that results in positive feedback and improved relationship.


* Support the Sales, Inventory, and Operations Planning process.


* Understand and manage the capacity at the plant and the warehouses, making the best decision for the customer, also by developing KPI's and reports to upper management related with the capacity of the plant and warehouses.


* Have audited processes, operation procedures, products quality and guaranteed safe & healthy working environment for compliance with defined requirements.


* History of establishing and maintaining work performance measurement and report system to present work results and indicate improvement direction.


* Development of team members' competency through training, coaching, and communication and performance management.


* Team building and motivation of people to involve in improvement teams 'activities.


* Coordinate and help with customer service shipping issues


* Partner with shipping department to mitigate issues that may prevent on-time shipments


* Recruit, mentor, and develop customer service and engineers and nurture an environment where they can excel through encouragement and empowerment

What qualifications will make you successful for this role?


* Bachelor's degree in Business Administration, Supply Chain, Economics, or a related discipline


* 7+ years of supply chain experience in a manufacturing environment


* Supervisory or leadership experience within manufacturing


* Strong customer satisfaction experience, both internal and external, related to change management within an organization


* Strong computer and digitalizat...