Primary Customer Care Agent - Portfolio Management

• Preferred & backup agents for Top Customers in East Africa.
• Be the single point of contact for all customers
• Monitoring of backorder reports, and working with Supply Chain to ensure customer CLO is achieved
• Drive uptake and adoption of digitization objectives with Internal & External customers.
• Support the sales manager, channel manager and sales team and customers on the online self-service tools, to improve our digital adoption and reduce our self-service cases.

• Make sure that service levels are achieved on cases and calls per day.
• Provide customers with accurate information with regards to orders and information on the system.
• To make recommendations on available alternative products
• Record and analyze customer queries and requirements.
• Receive Inbound telephonic customer calls
• Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters
• Provide quotations on Schneider Electric products
• Provide generalist and technical support both internally and externally
• Establish and maintain contacts within the Distribution center to ensure service requirements are met
• Be the interface between front office and Channel Sales Team

• Check all order details to ensure 100% correctness of order capturing as per the order verification process.
• Ensure any discrepancies are followed up with sales or customer.
• Ensure all orders are correctly routed and the specials requests for delivery or collection are actioned as per the distribution center procedures
• Forward credit held orders to finance department and sales account managers, ensuring where possible orders are released before the delivery run

• Ability to read, write and speak fluently in English
• MS Office
• SAP working experience is mandatory
• Order processing experience is required
• BFO knowledge
• Bachelor's Degree or Post-Secondary Certificate in Business Administration or Customer Services, with 1-2 years of work experience

• Key Competencies

• Communication
• Customer Satisfaction
• Team Player
• Ability to work in pressurized environment
• Good communication skills
• Goal Orientated
• Excellent problem-solving abilities
• Time management skills

Schneider Electric