Commercial Customer Support

Employer: Schneider Electric
Domain:
  • Others
  • Customer Support - Client Service
  • Administrative Assistance
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 18.07.2019
    Short company description

    Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries.

    With global presence in over 100 countries, Schneider provides integrated efficiency solutions, combining energy, automation and software.

    We believe that great people and partners make Schneider a great company and that our commitment to Innovation, Diversity and Sustainability ensures that Life Is On everywhere, for everyone and at every moment.

    Find out more about Schneider Electric Romania at www.schneider-electric.ro.

    Requirements

    - Education - Bachelor’s Degree in Electrical Engineering/ Electronics/ Energetics requested
    - Previous experience or solid knowledge in industrial automation is preferred
    - Minimum 1 year Technical Support, Sales and/or Customer service experience preferred
    - Fluent in English
    - Ability to multitask (logging queries while speaking with customers)
    - PC skills (Microsoft, Windows, ERPs)
    - Basic aptitude for learning technical concepts is essential
    - Excellent interpersonal, communications and time management skills
    - Ability to work on own initiative but also as part of a team
    - Good verbal and written communication skills are required

    Responsibilities

    Responsibilities:

    - Provide first level general support pre-sales and post-sales, telephone, mail, chat and electronic to customers and partners or assure a proper escalation to the first level technical support: price & availability, product selection, product substitution, answer question on catalog or on-line application, support on on-line self service tools
    - Responsible for answering incoming telephone calls, e-mails, chats, web based tickets and prioritizing customer's support needs
    - Order Management: enter, change, manage requests related to orders in cooperation with country representatives
    - Provide support to the customers for commercial and logistic returns product
    - 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 knowledge database
    - Collaborate with Marketing on new product launches
    - Ongoing proactive research and learning about new products, technologies and applications
    - Participate in the interaction center's continuous improvement process
    - Liaise between customers, After-Sales and Marketing regarding Product Quality Returns

    Other info

    Mission

    Act as an entry point of contact and provide support to all Romanian customers greetings, Log Interaction, Identification of Customer. This will involve first call 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) and escalation of technical queries outside our scope: order management, invoice, deliveries
    - Pre sales - Price and availability, Catalogue selection support, troubleshooting, order entry, quotations, opportunity identification, e-commerce, knowledge management.