Order Support Specialist

• Support and resolve customer escalations on delivery issues. Liaising with GSC to raise escalations and
requests.
• Support the sales community in the allocation of stock using control tower.
• Managing the open order backlog to ensure an accurate UK&I open order report.
• Providing project order support, acting as a liaison with the project lead to remove obstacles and ensure
a smooth ordering and delivery experience for the customer.
• Support the business with end of life and obsolete parts. This will include cancelling down lines and
contacting customers on impacted orders.
• Cross functionality, with expertise in supply chain support and order management.
• Focus on ensuring queries/requests are resolved in line with our agreed KPI's and SLA's.
• Work closely with the TCAM Team to ensure enhanced customer experience for our TC/VIP Customers.
• Supporting and educating customers in the use of MySchneider and our digital tools for self-service.
• Supporting the removal of inefficiencies in process to streamline customer experience.
• Support achievement of CCC KPIs by managing own workload efficiently and supporting the management
of the team inbox.
• Actively participate in and contribute to continuous improvement and transformation projects as
required.

About you:
• Excellent understanding of order modification, progression, and order escalation.
• An understanding of Global Supply Chain and cross BU back-office process. With a good understanding of
the CR/Allocation process.
• Experience in customer service with a good understanding of Customer Support metrics.
• High standard of verbal and written communication skills.
• Strong interpersonal and time management skills, with the ability to multitask.

The Role:
To provide a best-in-class customer service experience for order escalation, CR/Allocation requests and
order modification/progress for VIP/TC Customers. Proactively communicating with customers and the
business by identifying and addressing issues that may arise. Working closely with the Tailored Care
Team to offer an enhanced service for our TC/VIP customers.
Utilising expertise and relationships within the business to streamline processes, drive digital adoption,
manage the open order backlog and provide project support and end of life support.

Responsibilities:
• To offer an exceptional customer experience across our channels; phone, email, MySchneider Support.
• Support customers and the sales community on order modification and order progression queries.
• Support and resolve customer escalations on delivery issues. Liaising with GSC to raise escalations and
requests.
• Support the sales community in the allocation of stock using control tower.
• Managing the open order backlog to ensure an accurate UK&I open order report.
• Providing project order support, acting as a liaison with the project lead to remove obstacles and ensure
a smooth ordering and delivery experience for the customer.
• Support the business with end of life and obsolete parts. This will include cancelling down lines and
contacting customers on impacted orders.
• Cross functionality, with expertise in supply chain support and order management.
• Focus on ensuring queries/requests are resolved in line with our agreed KPI's and SLA's.
• Work closely with the TCAM Team to ensure enhanced customer experience for our TC/VIP Customers.
• Supporting and educating customers in the use of MySchneider and our digital tools for self-service.
• Supporting the removal of inefficiencies in process to streamline customer experience.
• Support achievement of CCC KPIs by managing own workload efficiently and supporting the management
of the team inbox.
• Actively participate in and contribute to continuous improvement and transformation projects as
required.

About you:
• Excellent understanding of order modification, progression, and order escalation.
• An understanding of Global Supply Chain and cross BU back-office process. With a good understanding of
the CR/Allocation process.
• Experience in customer service with a good understanding of Customer Support metrics.
• High standard of verbal and written communication skills.
• Strong interpersonal and time management skills, with the ability to multitask.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

"We are proudly participating in the Disability Confident Program offering support to people in the workplace who consider themselves living with a disability."

What we offer you:

Competitive salary & Bonus Scheme, 28 Days Annual Leave + Public Holidays, Holiday Buy & Sell programme, Pension Scheme, Employee Share Ownership Programme, Open Talent Market (internal mobility opportunities + access to mentors & projects globally), Learning Portal and much more.

Apply now:

Please submit an online application to be considered for any position with us. You know about us, so 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.

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.

Become an IMPACT Maker with Schneider Electric - apply today!

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.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.