Customer Satisfaction and Quality Manager at Schneider Electric

Role Overview: 

The Customer Satisfaction and Quality Manager is responsible for providing leadership and management for customer satisfaction and Quality. The person in this role will manage the customer logistic offer, and interact with customers to develop, implement and administer programs regarding continual improvement of processes and customer satisfaction for the customers served by Pomona distribution center and MSEC Assembly Lines.

The person in this role will focus on driving, leading and managing Customer Experience. Ensure highest quality standards are driving services End to End processes. Function as an internal auditor to manage and monitor quality. The major components to this role are the ability to directly interact with internal and external customers at multiple organizational levels, strong understanding of customer experience and quality controls.

Key Responsibilities:

• Create a competitive logistic offer providing opportunity to increase sales and market share and increase customer satisfaction through:
  • An outstanding lead time offer
  • Customer capabilities, added value service
  • Differentiated offer per channel, VIP customer
• Taking into account:
  • Expectations from the segments of customers (customer visits, OES, NSS, Customer Connect)
  • Strategy of the BU
  • MEA commercial logistic offer policy
• Understand and share with countries the logistic offer environment in the territory: Customers segment needs, market values, competitor offers, local Schneider strategy & position in the market.
• Manage and negotiate with Sales & Marketing the logistic offer to the distributed markets to create value for the Customer and develop Schneider differentiation.
• Drive, with Sales, collaborative initiatives with the main distributors to significantly increase growth and profitability by improving the supply chain efficiency.

Be the Voice of the Customer:

• Interact regularly with customers to better understand their expectations and concerns.
• Represent the voice of customer and drive the customer centricity within the entity.
• Influence the decision process of the entity to always consider the voice of the customers (Schneider Performance System, etc.)
• Contribute to improving customer satisfaction and achieving quality goals by defining, implementing, and managing action plans.

Quality Excellence:

• Run Customer Service and Quality related processes (Issue to Prevention), Claim Management)
• Drive Quality Excellence in Supply Chain (from Suppliers to Customers: receiving, picking, packing, shipping, transportation, returns, etc.)
• Drive the relevant quality programs and methods (8D, Lean Six Sigma, SPS, etc.) to ensure continuous improvement.
• Contribute to the Tailored Supply Chain implementation.
• Suggest technology or new processes to minimize human error through automation.

Quality System:

• Network continuously with CS&Q teams to ensure their entity's needs are understood and considered.
• Identify & capitalize on best practices in quality