Mission
• Act as the Customer Experience advocate.
• Drive Customer Centricity in entities.
• Ensure the Customer Experience is measured according to the Business priorities.
• Define and follow-up the improvement action plan and priorities with the Business stakeholders.
Ensure that Customer dissatisfactions are solved quickly and effectively through containment,
correction and prevention steps.
Key Responsibilities
Ensures that complaints are resolved effectively and without delay and that those not resolved at the
entity organization level have been escalated and considered in the competent entities.
Drive Customer Centricity - for the entity.
Main Activity
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• Continuously listen to Voice of Customer and the feedback from CSLD related to his perimeter.
• Eliminate dissatisfaction by ensuring customer issues are well managed and ultimately prevented
• Ensure a reliable process is operating to solve customer complaints fast and effectively
• Be the reference of the plant for I2P process as "I2P Champion"
Escalate customer issues to the right organization whenever needed, and supports collaborative
resolution in the customer's best interest
• Ensure all customer issues are regularly analyzed in order to identify top issues and launch projects to
prevent them
• Ensure that customer complaint leads to Robustness program update (PCP, FMEA, ...)
Collaborate with other organizations in order to contain, correct, and prevent problems affecting
customers
• Lead execution of containment actions for known problems
Monitor and analyze feedbacks coming from Customer Voice tool to proactively define a complete
action plan to improve customer satisfaction
• Is also responsible to deal with complaints generated by other Schneider entities to the plant
• In case the Plant is also an Expert Center: Manage the expert assessment process from Root Cause analysis validation up till the measurement of the effectiveness of the actions performed
• Produce the Expert Assessment reports on time at the Quality level expected by the customer
Key Competences
• Communicate Effectively
• Focus on Customer
• Issue Resolution
• Continuous Improvement
• Foster collaboration and networking
• Influence and Convince
• Quality Authority
• Business Acumen
• Change Management & Implementation Methodology
• Customer Experience Performance
• Customer Quality Analytics
• Digital Acumen
• Working knowledge of Microsoft Office Suite
• Quality improvement tools, techniques & models
• Statistical quality techniques and analysis
• English B2
• preferred 3 years experience in the specific role.
What's in it for you?
- Contratto a tempo indeterminato;
- Flessibilità sul lavoro;
- Lavoro entusiasmante in un'azienda internazionale, con opportunità di guidare e contribuire a diversi progetti collaborando con team interregionali;
- Formazione speciale personalizzata in base alle esigenze e agli obiettivi di carriera;
- Opportunità di sviluppo sulla base di chiari percorsi di carriera, per crescere attraverso l'esperienza e l'esposizione;
- Un ambiente in cui i dipendenti hanno pari opportunità di raggiungere il loro massimo potenziale, a seconda delle prestazioni e delle aspirazioni personali;
- Programma di congedo familiare globale;
- Mensa.
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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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.
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