We are looking for a Customer Satisfaction & Quality Country Leader to be responsible for leading the CS&Q function as well as Customer Care Center (CCC) that promotes customer satisfaction and positively impacts the financial performance of Schneider Electric.
What will you do:
- Interact regularly with customers to understand the expectations and concerns and resolve customer complaints in a timely manner.
- Represent the voice of customer and drive the customer centricity within the entity.
- Influence the decision process of the entity to always consider the voice of the customers.
- Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction);
- Drive Business transformation in the CCC to embrace digitization.
- Escalate and alert the management on issues.
- Develop digital self-service for all customer segments and revenue generation activities for country.
- Take decision that has impact on customer satisfaction (Safety Alert, Business Risk, etc.)
- Drive the strategy in accordance with the Global Quality Strategy, implement Schneider Quality Policy.
- Challenge internal stakeholder to improve customer satisfaction and achieve quality goals
- Drive Continuous Improvement via 8D, 6 Sigma, etc.
- Drive the reduction in non-quality costs.
- Network continuously with Global CS&Q team to ensure Country needs are addressed, particularly on offer quality excellence and delivery continuity.
- Represent the entity in the Schneider organization for the Customer Satisfaction & Quality & CCC
The incumbent is fully accountable for the following, for all line of business within the country:
- The Net Promoter and Net Satisfaction performance.
- Efficient and effective response to customer queries, along with effective online support.
- The quality execution of CCC; offers delivered to the customers; Supply Chain; Offer Launch
- The timely and effectively management of customer containment actions (Business Risk Escalation, Offer Safety Alerts, Cyber Security, etc.); dissatisfied customer's call back
- The competency for the CS&Q & CCC teams
- The determination of recurrent customer dissatisfaction, their containment, root cause analysis, correction, and prevention.
- The identification of new business opportunities for potential revenue generation for country.
What will make you successful:
- • Graduate Degree
- Green Belt or Black Belt is a plus
- 5 to 10 years' experience in Quality
- Customer Oriented mindset
- Technically competent and and experience with customer complain management
- Root Cause Analysis and problem-solving skills
- Strong/recognized leadership
- Strong influence skills with global mindset
- Effective communication & interpersonal Skills
- Multicultural skills
- Strategic thinker and process oriented
What's in it for you:
- Opportunity to lead quality initiatives across multiple manufacturing sites
- Authority to shape and implement quality standards that drive organizational excellence
- Professional growth through managing complex quality improvement projects
- Chance to mentor and develop quality professionals
- Impact organizational success through customer-focused quality improvements
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.
Become an IMPACT Maker with Schneider Electric - apply today!
40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
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.
