Specialist, Commercial Customer Care

In Schneider Electric, everything we do is geared towards advancing progress and sustainability for all-our colleagues, customers, partners, and the communities and societies we serve.

Whether it's through our products, software, and services that propel the digital transformation of energy management and automation, or through our corporate citizenship and volunteer activities, we make a meaningful impact by empowering people and organizations to become more resilient, electric, and digital.

Which is where you come in.

Working at Schneider Electric means working toward a cleaner, better world.

You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

The Role: Specialist, Commercial Customer Care

Act as a entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer.

This will involve first interaction resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within Schneider Electric.

Queries will include but are not limited to the following:


* Price and availability, giving a catalogue reference, order entry, quotations, opportunity identification, e-commerce, knowledge management


* Product return and escalation of more technical queries; order management, invoice, deliveries


* Receive, monitor, solve, record and process all requests for customers purchase orders, credit notes, warranty claims, handling complaints and providing a service that allows to meet the needs of internal and external customers.

Improve Customer Satisfaction by providing a high quality professional Primary Support to customers.

Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share.

What will you do?


* Provide first level general support of sales related inquiries, telephone, email and digital platforms to SE customers and partners


* Responsible for answering incoming telephone calls, chat, e-mails, web-based tickets and prioritizing customer's support needs


* Responsible to process Customer requests including order entry, order modification in ERP system


* Managing transactional orders backlog in ensuring timely deliveries as per customers' requested delivery dates


* Proactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order delivery


* Escalation management in liaising with Procurement, Logistics, Technical Support and Commercial Team in resolving customers' order and delivery complaints


* Support and resolve customer logistic product quality/returns and commercial issues


* Proactively follow up on all commitments and customer details


* Improve Customer Satisfaction by providing ...