Specialist, Customer Advocate

Join us as a Customer Advocate Specialist and become the champion our customers deserve.

You'll lead our VIP Program, drive customer-centric culture change, and ensure the customer voice is heard in every important decision we make.

Mision:

Ø Act as the Customer Experience advocate.

Ø Drive Customer Centricity in entities.

Ø Ensure the Customer Experience is measured according to the Business priorities.

Ø Define and follow-up the improvement action plan and priorities with the Business stakeholders.

Ø Ensure that Customer dissatisfactions are solved quickly and effectively through containment, correction and prevention steps.

Key Roles & Responsibilities:

Ø Ensures that complaints are resolved effectively and without delay and that those not resolved at the entity organization level have been escalated and considered in the competent entities.

Ø Drive Customer Centricity - for the entity.

Main Activties:

Ø Continuously listen to the Voice of the Customer and CSLD feedback.

Ø Eliminate dissatisfaction by managing and preventing customer issues.

Ø Ensure a fast, reliable process for resolving complaints.

Ø Act as the plant's "I2P Champion" and reference for the I2P process.

Ø Escalate issues to the right teams and support collaborative resolution.

Ø Regularly analyse issues to identify top problems and launch prevention projects.

Ø Link complaints to updates in the Robustness program (PCP, FMEA, etc.).

Ø Work with other teams to contain, correct, and prevent customer problems.

Ø Lead containment actions for known issues.

Ø Monitor Customer Voice feedback and define action plans to boost satisfaction.

Ø Handle complaints from other Schneider entities to the plant.

Ø If the plant is an Expert Centre:

ü Manage expert assessments from root cause validation to action effectiveness.

ü Deliver Expert Assessment reports on time and at the expected quality level.

Interactions:

Ø Inside my entity:

Ø Outside of my entity:

Key Competencies

Ø C005 - Issue Resolution

Ø C007 - Change Management & Implementation Methodology

Ø C009 - Communicate Effectively

Ø C011 - Business Acumen

Ø C014 - Digital Acumen

Ø FQ02 - Customer Experience Performance

Ø FQ03 - Customer Quality Analytics

Ø FQ05 - Quality Authority

Ø FQ08 - Continuous Improvement

Ø L03 - Influence & Convince

Ø L05 - Focus on Customer

Ø L06 - Foster collaboration and networking

What's in it for me?


* Lead high-impact programs that directly improve customer satisfaction and loyalty


* Work in a role where your advocacy shapes business strategy and culture


* Collaborate with passionate teams committed to delivering exceptional experiences


* Grow your career through leadership opportunities and strategic project ownership

Bring your passion for customers to a team that's ready to listen - apply today!

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