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Primary Technical Support

Schneider Electric

Telford, United Kingdom

Make the most of your energy in a career at Schneider Electric

Schneider Electric is the global specialist in energy management and automation. With revenues of ~€27 billion in FY2015, our 144,000+ employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies reshape industries, transform cities and enrich lives. At Schneider Electric, we call this Life Is On.

To provide a single point of contact for customers across all business areas remaining pro-active and professional when dealing with enquiries from internal and external customers. To provide a level of customer service that will meet and exceed expectations.

Key responsibilities:

1) Provide a basic product support knowledge including dimensions and alternative part numbers for customer requests, using product literature, SAP and the product directory for support. Identify complex technical calls which cannot be dealt with by level 1 and place these with the correct technical area in accordance with the entity instruction and technical disciplines. Record the customer details and nature of the call in bFO so that the receipting engineer has sufficient information to proceed.

2) Responsibility to analyse the incoming call/enquiry for opportunities to up-sell additional products that will complement the Customer’s enquiry, and add to customer’s order where appropriate. Accurately log details in bFO.

3) Log each call in bFO with accurate, relevant information; verify customer details to provide a comprehensive audit trail. Create a new Customer record as and when necessary, passing this information to Customer Data Validation for validation and inclusion in all supporting systems.

4) Accept inbound telephone calls from customers, directing them to the right place first time if the required information cannot be provided by the Customer Care Adviser using the tools available and their knowledge base.

5) Knowledgeable service to provide:

(a) Product price and availability across all Schneider Brands.
(b) Cross sell and offer alternatives in zero stock situations
(c) Standard delivery days and cut off times for deliveries
(d) Telephone extensions and connection as required
(e) Franchise Distributor location and contact details
(f) Local Sales Engineer information
(g) Discount groups and weights
(h) Proof of delivery for dispatched goods
(i) Information for events and promotions
(j) Support the returns process
(k) Advise on Logistics service offer

6) Responsibility to view the call traffic display information “wall board” to ensure that every effort is made to answer the incoming call in the shortest possible time frame. Ensure “not ready time” is minimal.

7) Promote the use of PDF/electronic catalogues and identify opportunities to exploit the range of digital tools available.

8) Provide an efficient and professional written response with an audit trail to customer enquiries received via e-mail or via website.

9) Promotion of the Team “spirit” that sets the scene for a dynamic and dedicated Call Centre activity aware of their collective and individual responsibility to Customer Satisfaction.


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