Primary Customer Care Agent - Portfolio Management at Schneider Electric

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