Join us as a Customer Advocate Specialist and become the champion our customers deserve. You'll lead our VIP Program, drive customer-centric culture change, and ensure the customer voice is heard in every important decision we make.
Mision:
Ø Act as the Customer Experience advocate.
Ø Drive Customer Centricity in entities.
Ø Ensure the Customer Experience is measured according to the Business priorities.
Ø Define and follow-up the improvement action plan and priorities with the Business stakeholders.
Ø Ensure that Customer dissatisfactions are solved quickly and effectively through containment, correction and prevention steps.
Key Roles & Responsibilities:
Ø 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.
Ø Drive Customer Centricity - for the entity.
Main Activties:
Ø Continuously listen to the Voice of the Customer and CSLD feedback.
Ø Eliminate dissatisfaction by managing and preventing customer issues.
Ø Ensure a fast,



reliable process for resolving complaints.
Ø Act as the plant’s “I2P Champion” and reference for the I2P process.
Ø Escalate issues to the right teams and support team-oriented resolution.
Ø Regularly analyse issues to identify top problems and launch prevention projects.
Ø Link complaints to updates in the Robustness program (PCP, FMEA, etc.).
Ø Work with other teams to contain, correct, and prevent customer problems.
Ø Lead containment actions for known issues.
Ø Monitor Customer Voice feedback and define action plans to boost satisfaction.
Ø Handle complaints from other Schneider entities to the plant.
Ø If the plant is an Expert Centre:
ü Manage expert assessments from root cause validation to action effectiveness.
ü Deliver Expert Assessment reports on time and at the expected quality level.
Interactions:
Ø Inside my entity:
Ø Outside of my entity:
Key Competencies
Ø C005 - Issue Resolution
Ø C007 - Chan

📌 Specialist, Customer Advocate (Vadodara)
🏢 Schneider Electric
📍 Vadodara