Specialist, Commercial Customer Care

Act as a entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. This will involve first interaction resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within Schneider Electric.

Queries will include but are not limited to the following:

• Price and availability, giving a catalogue reference, order entry, quotations, opportunity identification, e-commerce, knowledge management
• P roduct return and escalation of more technical queries; order management, invoice, deliveries
• Receive, monitor, solve, record and process all requests for customers purchase orders, credit notes, warranty claims, handling complaints and providing a service that allows to meet the needs of internal and external customers.

Improve Customer Satisfaction by providing a high quality professional Primary 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.

• Provide first level general support of sales related inquiries, telephone, email and digital platforms to SE customers and partners
• Responsible for answering incoming telephone calls, chat, e-mails, web-based tickets and prioritizing customer's support needs
• Responsible to process Customer requests including order entry, order modification in ERP system
• Managing transactional orders backlog in ensuring timely deliveries as per customers' requested delivery dates
• Proactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order delivery
• Escalation management in liaising with Procurement, Logistics, Technical Support and Commercial Team in resolving customers' order and delivery complaints
• Support and resolve customer logistic product quality/returns and commercial issues
• Proactively follow up on all commitments and customer details
• Improve Customer Satisfaction by providing a high quality, professional Primary Support to customers
• Lead transformation initiatives such as process simplification / optimization and improvement on Customer Service process
• Carry out other related tasks assigned in order to support the team and other divisions to achieve company's objectives
• Ongoing proactive research and learning about new products, technologies and applications

• Degree in any specialization with 5 years of working experience (advantage if Engineering degree)
• Proficiency in Ma ndarin Chinese & English is a must. Proficiency in Taiwanese is an added advantage
• Ability to work under pressure, agile, and having the ability to learn quickly
• Demonstrate aptitude for problem solving and a sense of urgency
• Passionate, self-motivated, results-driven professional
• Ability to work effectively in a team and independently
• Ability to multitask (logging queries and orders while speaking with customers)
• Flexible and willing to work additional hours during high peak volume times during month end and quarter end
• Knowledge in ERP SAP SD module and supply chain is highly preferred
• Advance or Intermediate Excel and data analytics skills
• Strong verbal and written communication skills are required

• Global Family Leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership
• Hybrid work arrangement (New Ways of Working)
• ...and more!

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page .

• Country-specific programs and initiatives may be available.