Primary Customer Care Agent – Portfolio Management

Schneider Electric is the global specialist in energy management and automation. With revenues of €26.6 billion in FY2015, our 185,000 employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies will reshape industries, transform cities and enrich lives. At Schneider Electric, we call this Life Is On. Find out more about Schneider Electric at www.schneider-electric.com. Follow us on: www.facebook.com/SchneiderElectric www.facebook.com/SchneiderElectricCareers twitter.com/SchneiderElec twitter.com/SE_Careers www.linkedin.com/grps/Schneider-Electric-Intelligent-Energy-56843 tv.schneider-electric.com www.snapchat.com/add/se_careers Specialties Power Management, Process & Machines Management, IT Room Management, Building Management, Security Management, Industrial software design, simulation and optimisation, Industrial Automation, and Control and safety systems and instrumentation
An opportunity exists within our Customer Care Centre for a Customer Care Centre Consultant.

Duties & Responsibilities:

Preferred & backup agents for Top Distributor, Panel Builders, System Integrators, Export & Coastal.
Monitoring back order reports, and working together with Supply Chain to ensure customer CLO is achieved.
Provide generalist and technical support both internally and externally.
Process standard and adapted product orders.
Support the sales team and customers on the online self-service tools.
Support the Installed Base Services process.
Manage the customer returns process.
Provide quotations on Schneider Electric products.
Provide customers with accurate information with regards to orders and information on the system.
Provide telesales and other revenue generating services.
Make recommendations on available alternative products.
Record and analyse customer queries and requirements.
Receive inbound telephonic customer calls in a proficient manner.
Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters.
Ensure that service levels are achieved on cases and calls per day.
Check and action activity reports twice a day.
Establish and maintain contacts within the Distribution Centre to ensure service requirements are met.

Order Management:

Check all order details to ensure 100% correctness of order capturing as per the order verification process.
Ensure any discrepancies are followed up with sales or customers.
Ensure all orders are correctly routed and specials requests for delivery or collection are actioned as per the distribution centre procedure.
Forward credit held orders to finance department, ensuring where possible orders are released before the delivery run

Qualifications

Minimum Qualification & Experience:

At least 2 years work experience
Ability to read, write and speak fluently in English
MS Office
Preferable SAP working knowledge

Key Competencies

Communication
Customer satisfaction
Team player
Ability to work in pressurized environment
Good communication skills
Goal orientated
Attention to detail
Problem solving

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