Customer Care Agent - Portfolio Management at Schneider Electric

Your Role – Magic happens when you bring great people together!

• Customer Portfolio Management: Manage and maintain customer portfolios, ensuring all information is up-to-date and accurate.
• Primary and Backup Support: Serve as the preferred and backup agent for top distributors, panel builders, system integrators, and export & coastal clients.
• Order Monitoring and Coordination: Oversee back order reports and collaborate with the Supply Chain team to ensure customer order fulfillment (CLO) targets are met.
• Technical and General Support: Provide comprehensive support both internally and externally, addressing general and technical inquiries.
• Order Processing: Handle the processing of standard and customized product orders efficiently.
• Sales and Customer Support: Assist the sales team and customers with online self-service tools and support the Installed Base Services process.
• Returns Management: Oversee the customer returns process, ensuring smooth and timely handling.
• Quotations and Information: Prepare and provide accurate quotations for Schneider Electric products and offer precise information regarding orders and system details.
• Revenue Generation: Engage in telesales and other revenue-generating activities.
• Product Recommendations: Advise customers on available alternative products.
• Customer Interaction: Record and analyze customer queries and requirements, and handle inbound customer calls proficiently.
• Order and Authorization Processing: Ensure timely and accurate processing of customer orders and return material authorizations within set parameters.
• Service Level Achievement: Maintain high service levels for cases and calls per day, and regularly review activity reports.
• Distribution Centre Liaison: Establish and maintain effective communication with the Distribution Centre to meet service requirements.

Order Management

• Order Verification: Ensure 100% accuracy in order capturing by following the order verification process.
• Discrepancy Resolution: Follow up on any order discrepancies with sales or customers promptly.
• Order Routing and Special Requests: Ensure all orders are correctly routed and special delivery or collection requests are managed as per distribution centre procedures.
• Credit Hold Management: Forward credit-held orders to the finance department and ensure orders are released before the delivery run whenever possi

Qualifications

• Experience: Previous experience in customer service or portfolio management is preferred.
• Skills: Strong communication, problem-solving, and analytical skills.
• Technical Proficiency: Familiarity with customer service software and tools.
• Customer Focus: A passion for providing excellent customer service and building lasting relationships.
• At least 2 years of work experience.
• Ability to read, write and speak fluently in English.
• MS Office.
• Preferable SAP working knowledge.
• Relevant advanced education qualification