CCC Services Coordinator - Schneider Electric - Warrington - Wizbii

CCC Services Coordinator

Job description

Schneider Electric is the global specialist in energy management and automation. With revenues of ~€25 billion in FY2017, 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.

Job Description

The Mission

The Services Customer Care Coordinator role is to take ownership of the ‘end to end' customer experience from taking and logging the initial call to call closure providing the full & final closure report, which includes schedule & dispatch of Internal Field Service Engineers (FSE) to fulfil service requirements. The objective is to deliver a customer service that will exceed our customers' expectations. Initial shifts will be between the hours of 5pm and 8 am.

The Responsibilities

Essential Functions

● Accept inbound Emergency break fix calls from Schneider Electric customers, understand the customer requirements and ensure the call is logged and directed to the appropriate person for action. Accept ownership of the call to ensure completion.
● Perform an initial diagnostic to understand the customers issue
● Provide effective communication with internal and external stakeholders to ensure SLAs are achieved.
● Provide the Customer with regular updates via their preferred method of communication
● Log all Customer contacts in Salesforce (bFO/bFS), detailing the issues reported and all actions taken.
● Ensure all customer data is maintained in bFO/bFS

Secondary Functions

● Accept and log incoming support requests from Field Service Engineers, assigning them to the correct in-house technical support team.
● Manage the administration tasks for the businesses multi-technology customers.
● Manage the administration tasks for global connected services, spanning across multiple time zones.


The Ideal Candidate will have
● Strong computer skills such as word, excel, email etc.
● Written - ability to communicate in a clear and concise manner with internal and external customers
● Fluent English is mandatory. Other European languages such as French and Italian are an advantage
● Strong time management skills
● Handles multiple and conflicting priorities and effectively prioritizes tasks in a fast-paced work environment.
● Detail oriented and able to meet deadlines
● Strong problem solving skills
● Work both independently and as part of a team
● Tactful and effective at dealing with difficult / challenging customers

This role will be based in Warrington and will require you to work a shift pattern which includes night shifts.

You know about us, so let us learn about you! Apply today.

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

We are always open to a conversation around flexible working.

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About Schneider Electric

Groupe industriel français fondé en 1838 par les frères Schneider, le groupe Schneider est renommé Schneider Electric en 1999 soulignant ainsi son expertise dans le domaine de l’électricité. Ses activités reparties entre la distribution électrique, l’automatisme et contrôles industriels, l’énergie sécurisée et les automatismes du bâtiment lui ont permis de dégager un chiffre d’affaires de 23,6 milliards d’euros en 2013.

En plus de son siège social situé à Rueil-Malmaison, la direction est répartie sur deux autres pôles, l’un à North Andover aux Etats-Unis, le second à Hong Kong. En 170 ans d’existence, Schneider Electric a su étendre son expertise à l’international et vend ses produits sur quatre marchés principaux : bâtiment, industrie, énergie-infrastructure et résidentiel.

Entreprise innovante et responsable, parmi les principaux clients du groupe se trouve : les infrastructures pétrolières, la Marine, les tableautiers mais aussi les constructeurs de machines et d’équipements. La philosophie du groupe : Make the most of your Energy.

947 vacancies open at Schneider Electric

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