Customer Care Executive

Purpose of the role

Act as a entry point of contact and provide support to all customers in the assigned country. This will involve first interaction resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within Schneider Electric.

This role will be part of the Customer Care team, responsible for sales, order administration and shipping liaison.

Queries will include but are not limited to the following:

Pre sales – Price and availability, order fulfillment/booking, order or delivery status, opportunity identification, knowledge management and etc

Post sales – commercial product return and escalation of more technical queries, order management and modification, invoice, deliveries, and etc

Improve Customer Satisfaction by providing a high quality professional Primary Support to customers. Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share.



Responsibilities

First level general support pre-sales and post-sales, telephone, email and digital platform to SE customers and partners

Responsible for answering incoming telephone calls, live chat, e-mails, portal cases and prioritizing customer’s support needs

Responsible to process Customer requests including order fulfillment and modification in ERP system

Managing transactional orders backlog in ensuring timely deliveries as per customers' requested delivery dates

Proactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order delivery

Escalation management in liaising with Procurement, Logistics, Technical Support and order management team in resolving customers order and delivery complaints

Support and resolve customer logistic product quality/returns and commercial issues

Proactively follow up on all commitments and customer requests

Strong collaboration with Marketing on new product launches

Ongoing proactive research and learning about new products, technologies and applications

Improve Customer Satisfaction by providing a high quality professional Primary Support to customers

Lead transformation initiatives such as process simplification and improvement on Customer Support process

Carry out other related tasks assigned in order to support the team and other department to achieve company’s objectives



Competencies

Fresh graduated or degree in any specialization with 3 to 5 years of working experience (preferable with Engineering degree)

Local Malaysian candidates preferred; multilingual proficiency (English, Bahasa Malaysia, Mandarin, and other regional languages) is an advantage

Knowledge in ERP SAP SD module and supply chain is highly preferred

Advance or Intermediate Excel and data analytics skills

Strong verbal and written communication skills are required

Ability to multi task (logging queries and orders while speaking with customers);

Ability to work under pressure, flexible and having the ability to learn quickly

Passionate, self-motivated, results-driven professional

Ability to work effectively in a team and independently

Demonstrate aptitude for problem solving and a sense of urgency