Buildings - Order Management Specialist

The Order Management Specialist will be responsible for proactively supporting the working relationships with Buildings US Domestic, WHL, Eco-Expert, OEM and International (Canada) account support.

They can effectively communicate with customers through live chat/ email / calls to answer inquiries, provide resolution to customers which revolves around (but is not limited to) order status/ order fulfillment, refunds, replacements, pricing, credit processing as requested and a wide variety of customer service concerns.

The Order Management Specialist will help establish Schneider Electric's reputation as a company that offers excellent customer support during all pre-sales and after-sales procedures.

Customers include not just end-users but also internal Schneider employees to ensure that orders are accurate and delivered on time to the customer's specifications.

Core Responsibilities:

• Receive and promptly respond to customer queries and investigate customer's challenges, find solutions, and provide feedback

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Document Issues and Resolutions

• Learn About New Products and Services and relay the information to the customer

• Assist in developing Customer Service Solutions

• Identify possible Website Errors reported by customers

• Mastery of the systems that are used that include but are not limited to: SAP-ECC, S4, iPortal, mySchneider, BFO

• Deescalating customers via email, chat, or phone and finding viable solutions

• Providing case updates to the customers in a timely manner

• Provide solutions and approvals for escalated customer inquiries and concerns

• Report processes and/or policies that need updating

• Must thrive in a fast-paced environment and be able to stay organized

• Report any challenges that they encounter to supervisor

• Assist with the queue volume to reduce abandonment rates

• To take ownership of user problems and be proactive when dealing with user issues.

• Strong interpersonal skills are a prerequisite.

• Ability to work effectively in a dispersed team and individually.

• Other duties as assigned by management

Core Competencies:

• Job Knowledge: Understand duties, and responsibilities.

Have necessary job knowledge, understand company mission/value, keep job knowledge current, and be in command of critical issues.

• Teamwork: Meet all team deadlines and responsibilities, listen to others and value opinions, help team members to achieve goals, welcome newcomers, and promote a team atmosphere.

• Decision Making/Judgment: The ability to interact effectively with stakeholders and make sound decisions for the business.

• Initiative: Take independent action, seek out new responsibilities, act on opportunities, generate new ideas, and practice self-development.

• Productivity: Manage a fair workload, volunteer for additional work, priorit...