We are looking for a Back Office Customer Support to act as an entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. This will involve resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within the company.
Queries will include but are not limited to the following:
- Post-sales - product return (RMA); order management, deliveries
- Provide basic technical support to customers and escalation of more technical queries
- Pre-sales - order entry, quotations, opportunity identification, e-commerce, knowledge management
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What will you do:
- Provide first level general support pre-sales and post-sales, mail and electronic to customers and partners or assure a proper escalation to the first level technical support: product substitution, answer the question on catalog or on-line application, support on online self-service tools;
- Responsible for answering e-mails, web-based tickets and prioritizing customer's support needs;
- Responsible for incoming telephone calls (when necessary);
- Order Management: enter, change, manage requests related to orders in cooperation with country representatives;
- Provide support to the customers for commercial, technical and logistic returns products;
- Provide support to the customers for solving the logistic and commercial complaints;
- Proactive information communication;
- Complete documentation and follow up on all commitments and customer details;
- Actively create/modify CRM and knowledge databases.
Experience and skills we are looking for:
- Education: Bachelor's degree is preferred;
- Fluent in English and German;
- Previous experience in customer support or sales is desirable;
- Previous experience in the electrical field is an advantage;
- Ability to multi-task;
- PC skills (Microsoft, Windows, ERPs);
- The capacity to learn basic technical concepts is essential;
- Excellent interpersonal, communications, and time management skills;
- Ability to work on own initiative, but also as part of a team;
- Strong verbal and written communication skills are required;
- Flexible and have the ability to learn quickly;
- Previous CRM experiences an advantage.
What's in it for me?
- Flexible work schedule and home-office options (hybrid);
- A wide range of benefits: Bookster, Wellington platform, Meal tickets, discounts at several partners;
- Flexible Benefits
- Medical & healthcare options: Private medical subscription; Life insurance;
- Mental healthcare: Employee Assistance Program (24/7 online counseling)
- One day off to celebrate your birthday with your beloved ones;
- Hands-on training and access to our technical labs;
- Development Plan through Career path and coaching;
- Open Talent Market - a platform where you can easily find your next challenge, an exciting project, or a cool mentor;
- Sustainability is at the heart of what we do, who we are, and what we believe in;
- Exposure to a multicultural and dynamic environment;
- Diversity and Inclusion - an integral part of the company's history, culture, and identity.
Let us learn about you! Apply today.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
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36 billion global revenue
+13% organic growth
150 000+ 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 'inclusion' is 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.
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