Customer Experience Director - ETO Plant Cluster (Finance)
The ETO Customer Experience Director is responsible for driving step-change, measurable improvements in the productivity and quality of customer service teams in the plants as well as ensuring efficient and effective resolution of critical customer escalations.
What will you do?
• Leads Customer Satisfaction teams in the plants aimed at improving productivity and quality of customer requests (CRs), SEA quotes, change orders, and customer escalations by streamlining processes and implementing standard work
• Works alongside plant manager to establish critical KPIs that ensure the highest level of customer service while driving efficient customer service operations
• Implements training and education to customer service teams and plant employees to instill a customer-obsessed mindset and improve efficiency and quality of CRs and SEA quotes/change orders response rates and satisfaction
• Leverages best-practices and collaborates effectively with other plant managers and customer service teams to drive continuous improvement in customer services processes, tools, and standard work
• Implements digital technologies to accelerate the achievement of key KPIs and increase the quality and effective of customer service teams
• Collaborates effectively with the commercial/sales teams and line of business teams to proactively collect customer feedback and implement changes to continue to improve plant-level customer experience
• Creates a process for strong connection, sharing of data and best practices with the CCC (customer care center) and co-develops strategies for enhancing our customer experience
• Proactively develops and analyzes data to assess current customer service opportunities and implement initiatives to improve with clear accountability on measurable KPIs
• Engages quickly, passionately, and effectively in resolving critical customer escalations with a high sense of ownership and closes the loop
• Establishes strategy and process for ensuring VIP customer satisfaction with clear alignment from plant manager
• Drive overall culture transformation in the plants to promote and instill a customer-centric mindset including raising awareness and knowledge on customer feedback, providing training and education to improve customer service, implementing recognition programs, and establishing proactive communication and governance to frequently and consistently keep customers top of mind in every plant
What qualifications will make you successful?
• Bachelor's degree in Business, Supply Chain, Engineering, Marketing, or equivalent
• 5+ years of experience in Customer Experience/Service, and/or manufacturing or supply chain
• Result oriented, resourceful and dedicated to driving continuous improvement
• Strong people leadership skills, ability to achieve results and develop talent through coaching and mentorship
• Passion for finding new and creative approaches to improve current customer experiences
• Good interpersonal, negotiation and communication skills
• Proficiency in English required
• Understanding of customer service practices and tools desired
• Focus on process-development, lean six sigma training preferred
• Strong analytical skills, ability to apply data to insights desired
• Other skills/experience desired: manufacturing or supply chain experience, customer insights experience
Schneider Electric offers a robust benefits package to support our employees, including things such as flexible work arrangements, paid family leave, 401(k)+ match, company stock option purchase+ match, and much more. Click here to find out more about working with us: http://se.com/us/careers .
We seek out and reward people for embracing diverse perspectives; delivering the highest quality innovations; aspiring to build a sustainable future for everyone; getting things done with accountability, speed, integrity, and always with the customer in mind; thinking deeply and differently, challenging the status quo and learning every day; and achieving together, collaborating with trust and openness. We're recognized around the world for welcoming people as they are. We create an inclusive culture where all forms of diversity are seen as a real value for Schneider Electric.
Who will you report to?
VP, GSC NAM Customer Experience
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.The ETO Customer Experience Director is responsible for driving step-change, measurable improvements in the productivity and quality of customer service teams in the plants as well as ensuring efficient and effective resolution of critical customer escalations.
What will you do?
• Leads Customer Satisfaction teams in the plants aimed at improving productivity and quality of customer requests (CRs), SEA quotes, change orders, and customer escalations by streamlining processes and implementing standard work
• Works alongside plant manager to establish critical KPIs that ensure the highest level of customer service while driving efficient customer service operations
• Implements training and education to customer service teams and plant employees to instill a customer-obsessed mindset and improve efficiency and quality of CRs and SEA quotes/change orders response rates and satisfaction
• Leverages best-practices and collaborates effectively with other plant managers and customer service teams to drive continuous improvement in customer services processes, tools, and standard work
• Implements digital technologies to accelerate the achievement of key KPIs and increase the quality and effective of customer service teams
• Collaborates effectively with the commercial/sales teams and line of business teams to proactively collect customer feedback and implement changes to continue to improve plant-level customer experience
• Creates a process for strong connection, sharing of data and best practices with the CCC (customer care center) and co-develops strategies for enhancing our customer experience
• Proactively develops and analyzes data to assess current customer service opportunities and implement initiatives to improve with clear accountability on measurable KPIs
• Engages quickly, passionately, and effectively in resolving critical customer escalations with a high sense of ownership and closes the loop
• Establishes strategy and process for ensuring VIP customer satisfaction with clear alignment from plant manager
• Drive overall culture transformation in the plants to promote and instill a customer-centric mindset including raising awareness and knowledge on customer feedback, providing training and education to improve customer service, implementing recognition programs, and establishing proactive communication and governance to frequently and consistently keep customers top of mind in every plant
What qualifications will make you successful?
• Bachelor's degree in Business, Supply Chain, Engineering, Marketing, or equivalent
• 5+ years of experience in Customer Experience/Service, and/or manufacturing or supply chain
• Result oriented, resourceful and dedicated to driving continuous improvement
• Strong people leadership skills, ability to achieve results and develop talent through coaching and mentorship
• Passion for finding new and creative approaches to improve current customer experiences
• Good interpersonal, negotiation and communication skills
• Proficiency in English required
• Understanding of customer service practices and tools desired
• Focus on process-development, lean six sigma training preferred
• Strong analytical skills, ability to apply data to insights desired
• Other skills/experience desired: manufacturing or supply chain experience, customer insights experience
