Specialist, Customer Advocate

Job Summary

Join us as a Customer Advocate Specialist and become the champion our customers deserve. Youll lead our VIP Program, drive customer-centric culture change, and ensure the customer voice is heard in every important decision we make. Mision: Act as the Customer Experience advocate. Drive Customer Centricity in entities. Ensure the Customer Experience is measured according to the Business priorities. Define and follow-up the improvement action plan and priorities with the Business stakeholders. Ensure that Customer dissatisfactions are solved quickly and effectively through containment, correction and prevention steps.

Responsibilities

• Ensures that complaints are resolved effectively and without delay and that those not resolved at the entity organization level have been escalated and considered in the competent entities.
• Drive Customer Centricity - for the entity.
• Main Activties: Continuously listen to the Voice of the Customer and CSLD feedback. Eliminate dissatisfaction by managing and preventing customer issues. Ensure a fast, reliable process for resolving complaints. Act as the plant s I2P Champion and reference for the I2P process. Escalate issues to the right teams and support collaborative resolution. Regularly analyse issues to identify top problems and launch prevention projects. Link complaints to updates in the Robustness program (PCP, FMEA, etc. ). Work with other teams to contain, correct, and prevent customer problems. Lead containment actions for known issues. Monitor Customer Voice feedback and define action plans to boost satisfaction. Handle complaints from other Schneider entities to the plant. If the plant is an Expert Centre: Manage expert assessments from root cause validation to action effectiveness. Deliver Expert Assessment reports on time and at the expected quality level.

Key Competencies

• C005 - Issue Resolution
• C007 - Change Management Implementation Methodology
• C009 - Communicate Effectively
• C011 - Business Acumen
• C014 - Digital Acumen
• FQ02 - Customer Experience Performance
• FQ03 - Customer Quality Analytics
• FQ05 - Quality Authority
• FQ08 - Continuous Improvement
• L03 - Influence Convince
• L05 - Focus on Customer
• L06 - Foster collaboration and networking

Whats in it for me

• Lead high-impact programs that directly improve customer satisfaction and loyalty
• Work in a role where your advocacy shapes business strategy and culture
• Collaborate with passionate teams committed to delivering exceptional experiences
• Grow your career through leadership opportunities and strategic project ownership
• Bring your passion for customers to a team thats ready to listen - apply today!

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.