Specialist, Commercial Customer Care

Job Description

Purpose of the role

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.

Responsibilities

• 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 a high quality, professional Primary Support to customers · Lead transformation initiatives such as process simplification / optimization and improvement on Customer Service process

• Carry out other related tasks assigned in order to support the team and other divisions to achieve company’s objectives

• Ongoing proactive research and learning about new products, technologies and applications