Customer Care Executive (Taiwan market)

In Schneider Electric everything we do promotes progress and sustainability for all — our colleagues, customers, partners, and the communities and societies where we live and work. From the products, software, and services driving the digital transformation of energy management and automation to corporate citizenship and volunteer activities, we make an impact by helping people and organizations become more resilient and efficient, more electric and digital.

Which is where you come in. Working at Schneider Electric means working toward a cleaner, better world. You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

The Role:

Join us as a Customer Care Executive where you will be the first point of contact for our customers and will 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 followings:

• Pre sales - Price and availability, giving a catalogue reference, order entry, quotations, opportunity identification,  e-commerce and knowledge management
• Post sales - product return and escalation of more technical queries; order management, invoice and deliveries.
• Receive, analyze, 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.

If you're passionate about customer service and eager to make an impact, we invite you to apply.

What will you do?

• First level general support pre-sales and post-sales, 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.
• Strong Collaboration with Marketing on new product launches.
• Ongoing proactive research and learning about new products, technologies and applications.
• Improve Customer Satisfaction by providing a high quality professional Primary Support to customers.
• Lead transformation initiatives such as process simplification and improvement on Customer Service process.
• Carry out other related tasks assigned in order to support the team and other department to achieve company’s objectives.

What qualifications will make you successful?

• Degree in any specialization with 3 to 5 years of working experience (advantage if Engineering degree).
• Proficiency in Mandarin/Chinese is required to support Taiwan market. Proficiency in Hokkien (Minanyu) is an added advantage.
• Taiwan university graduates, UEC graduates are much encouraged to apply.
• 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.
• 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.
• Ability to work under pressure, flexible and having the ability to learn quickly.
• Passionate, self-motivated, results-driven professional.
• Ability to work effectively in a team and independently.
• Demonstrate aptitude for problem solving and a sense of urgency.
• Open to consider fresh graduates.

What’s in it for me?

• Global Family Leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership
• …and more!

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 providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
 
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.