Specialist, Customer Advocate (Schneider Early Career Program)

Role: Specialist, Customer Advocate (Schneider Early Career Program)

Job Purpose


* As a Specialist, Customer Advocate, you serve as the primary liaison for customer concerns and initiatives that directly impact customer experiences.


* You will analyze customer satisfaction metrics and effectively communicate insights, championing the voice of the customer in key organizational decisions.


* You are responsible for implementing and maintaining customer-centric programs that continuously improve service quality and foster a customer-focused mindset across the organization.


* Your mission is to ensure customer satisfaction and loyalty by advocating for the needs and experiences of customers throughout the company.


* The results of your work are seen through improved customer relationships, enhanced service delivery, and increased customer retention.


* In your role, you are an individual contributor focused on executing customer-centric strategies within your area of expertise.


* You apply specialized knowledge and skills to design and implement non-technical processes and programs that enhance customer advocacy.


* You apply broader knowledge of customer advocacy to deliver impactful results, directly influencing your job area.


* You are responsible for making decisions regarding your work and priorities within established policies and procedures.


* Additionally, you guide and review the work of other professionals, assisting with non-routine or escalated customer issues.


* Your work is occasionally reviewed for quality to ensure optimal customer satisfaction outcomes.

The Schneider Early Career Program (SECP) is an accelerated development program designed for high-potential professionals with 3-5 years of post-graduation work experience, offering opportunities to broaden their exposure and accelerate their growth through meaningful experiences.

Contract Type: Full Time (Permanent)

Intake: January 2027

What will you do?

Customer Complaint & Escalation Management


* Serve as the primary contact for customer complaints and escalations.


* Coordinate investigations with technical, manufacturing, supply chain, service, and quality teams.


* Ensure timely containment, corrective actions, and closure of customer issues.


* Track complaint resolution effectiveness and customer satisfaction after closure.

Customer Advocacy


* Represent the customer's voice within the organization.


* Ensure customer concerns are clearly communicated to internal stakeholders.


* Influence business decisions based on customer needs and expectations.


* Promote a customer-centric culture across departments

Customer Satisfaction Monitoring


* Analyze customer satisfaction indicators such as:
+ Customer Satisfaction (CX)
+ Net Promoter Score (NPS)


* Complaint trends


* Identify recurring issues and improvement opportunities.


* Prepare customer exp...