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Order Support Specialist

4 months ago

Telford, United Kingdom Schneider Electric Full time
The Role:
To provide a best-in-class customer service experience for order escalation, CR/Allocation requests and order modification/progress for VIP/TC Customers. Proactively communicating with customers and the business by identifying and addressing issues that may arise. Working closely with the Tailored Care Team to offer an enhanced service for our TC/VIP customers.
Utilising expertise and relationships within the business to streamline processes, drive digital adoption, manage the open order backlog and provide project support and end of life support.

Responsibilities:
• To offer an exceptional customer experience across our channels; phone, email, MySchneider Support.
• Support customers and the sales community on order modification and order progression queries.
• Support and resolve customer escalations on delivery issues. Liaising with GSC to raise escalations and requests.
• Support the sales community in the allocation of stock using control tower.
• Managing the open order backlog to ensure an accurate UK&I open order report.
• Providing project order support, acting as a liaison with the project 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 KPI's and SLA's.
• Work closely with the TCAM Team to ensure enhanced customer experience for our TC/VIP 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.
Internal
• 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.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

"We are proudly participating in the Disability Confident Program offering support to people in the workplace who consider themselves living with a disability."

What we offer you:

Competitive salary & Bonus Scheme, 28 Days Annual Leave + Public Holidays, Holiday Buy & Sell programme, Pension Scheme, Employee Share Ownership Programme, Open Talent Market (internal mobility opportunities + access to mentors & projects globally), Learning Portal and much more.

Apply now:

Please submit an online application to be considered for any position with us. You know about us, so let us learn about you Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

₠34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color , gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.