Sr. Executive - Order Management - Full Time Contractual Role

Schneider Electric; Mohali; On-site; INR 600,000 - 900,000; Full time

Job summary

Schneider Electric in Mohali, India, seeks a full-time contractual role to provide best-in-class customer service for order escalation, CR/allocation requests, and order modification for customers.

Proactively communicating with customers and the business, you will streamline processes, manage the open order backlog, and support end-of-life parts while collaborating with supply chain and marketing to improve the customer experience.

Qualifications

• Excellent understanding of order modification, progression and escalation.
• Understanding of Global Supply Chain and back-office processes.
• Experience in customer service with strong metrics.
• High standard of verbal and written communication.
• Strong interpersonal and time management skills with multitasking ability.

Responsibilities

• Offer exceptional customer experience across channels; phone, email, mySchneider Support.
• Resolve customer escalations on delivery issues; liaise with GSC.
• Manage open order backlog to ensure timely delivery.
• Provide order support and remove obstacles for smooth delivery.
• Support end-of-life/obsolete parts; cancel lines and contact customers.
• Collaborate cross-functionally with supply chain and order management.
• Meet KPIs and SLAs for queries and requests.
• Work with Marketing & Supply Chain to enhance customer experience.
• Educate customers on mySchneider and digital self-service tools.
• Identify and remove process inefficiencies.
• Support CCC KPIs by workload management and team inbox.
• Contribute to continuous improvement and transformation projects.

Skills

Customer service

Verbal communication

Time management

Multitasking

Team player

Digital skills

Tools

Microsoft Suite

CRM

Salesforce

SAP

Control Tower

Job description

FULL TIME CONTRACTUAL ROLE

To provide a best-in-class customer service experience for order escalation, CR/Allocation requests and order modification/progress for Customers.

Proactively communicating with customers and the business by identifying and addressing issues that may arise.

Utilising expertise and relationships within the business to streamline processes, drive digital adoption, manage the open order backlog and provide project support.

Responsibilities:

• To offer an exceptional customer experience across our channels; phone, email, mySchneider Support.
• Support and resolve customer escalations on delivery issues. Liaising with GSC to raise escalations and requests.
• Managing the open order backlog to ensure timely delivery to customer
• Providing order support, acting as lead to remove obstacles and ensure a smooth ordering and delivery experience for the customer.
• Support the business with end of life and obsolete parts. This will include cancelling down lines and contacting customers on impacted orders.
• Cross functionality, with expertise in supply chain support and order management.
• Focus on ensuring queries/requests are resolved in line with our agreed KPIs and SLAs.
• Work closely with Marketing & supply chain to ensure enhanced customer experience for our customers.
• Supporting and educating customers in the use of mySchneider and our digital tools for self-service.
• Supporting the removal of inefficiencies in process to streamline customer experience.
• Support achievement of CCC KPIs by managing own workload efficiently and supporting the management of the team inbox.
• Actively participate in and contribute to continuous improvement and transformation projects as required.

About you:

• Excellent understanding of order modification, progression, and order escalation.
• An understanding of Global Supply Chain and cross BU back-office process. With a good understanding of the CR/Allocation process.
• Experience in customer service with a good understanding of Customer Support metrics.
• High standard of verbal and written communication skills.
• Strong interpersonal and time management skills, with the ability to multitask.
• Ability to work on own initiative, to manage workload but a strong team player, who can support the cross-functionality requirements of the role.
• Strong digital skills, with proficiency in the Microsoft Suite, CRM, Salesforce, SAP and Control Tower.
• Confident in the promotion of digital technologies to customers.
• Technical competence – basic technical understanding of Schneider core offers an advantage.

Preferred Experience

2+ years’ experience in operation management, process improvement & supply chain process.

Experience with a contingent workforce during peak hours.

Interest in Long term Career Development preferred qualifications.