Back Office Customer Support with German

Schneider Electric's purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On.

Our mission is to be your digital partner for Sustainability and Efficiency.

We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries.

We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.

Recognized as the world’s most sustainable company in 2021 by Corporate Knights Global 100 Index

Experience and skills we are looking for:

- Education: Bachelor’s Degree is preferred;
- Fluent in English and German (minimum B2+ speaking)
- Previous experience in customer support or order management is desirable
- Ability to multi-task
- PC skills (Microsoft, Windows, ERPs)
- Excellent interpersonal, communications and time management skills
- Ability to work on own initiative, but also as part of a team
- Strong verbal and written communication skills are required
- Flexible and have the ability to learn quickly
- Previous CRM experience an advantage

In this role, you will act as an entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. This will involve resolution for most 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); order management, invoice, deliveries
- Pre-sales – Price and availability, giving a catalog reference, order entry, quotations, opportunity identification,  e-commerce,  knowledge management

Improve Customer Satisfaction by providing high-quality professional support to customers. Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share. 

What will you do:

- Provide general - mail and electronic to customers and partners or assure a proper escalation: price & availability, product selection, product substitution, answer the questions on catalog or on-line application, support on on-line self-service tools
- Responsible for answering e-mails, web-based tickets and prioritizing customer’s support needs
- Responsible for incoming and outbound telephone calls
- Offering back-up for front office team when necessary
- 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 CRM and knowledge databases
- Participate in the interaction center’s continuous improvement process
- Liaise between customers, After-Sales and Marketing

What we offer: 

- Competitive and rewarding salary package;
- Well-being workshops;
- Hands-on training and access to our technical labs;
- Connection sessions with global management;
- Exposure to a multicultural and dynamic environment;
- Development Plan through Career path and coaching;
- Cool site environment;
- Employer with a high focus on Sustainability;
- Diversity and Inclusion - an integral part of the company's history, culture, and identity