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The MTS/MTO 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...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities