Manager-Order Expedition

As a Customer Service Specialist at our company, your main responsibility will be to provide a top-notch customer service experience for order escalations, CR/allocation requests, and order modifications/progress for our valued customers. You will proactively communicate with customers and internal teams to address any issues that may arise, utilizing your expertise and relationships within the business to streamline processes, drive digital adoption, manage the open order backlog, and provide project support. Your responsibilities will include offering exceptional customer service across various channels, supporting and resolving customer escalations on delivery issues, managing the open order backlog to ensure timely delivery, providing order support, removing obstacles to ensure a smooth ordering and delivery experience, supporting end-of-life and obsolete parts processes, and collaborating cross-functionally with supply chain support and order management expertise. Additionally, you will focus on resolving queries and requests in line with agreed KPIs and SLAs, working closely with Marketing and supply chain teams to enhance the customer experience, supporting customers in utilizing digital tools for self-service, streamlining processes to improve customer experience, and actively contributing to continuous improvement and transformation projects. To excel in this role, you should have an excellent understanding of order modification, progression, and escalation, as well as knowledge of Global Supply Chain and cross BU back-office processes. Experience in customer service, familiarity with Customer Support metrics, strong verbal and written communication skills, effective interpersonal and time management abilities, proficiency in digital tools such as Microsoft Suite, CRM, Salesforce, SAP, and Control Tower, and a basic technical understanding of Schneider core offers are essential. The ideal candidate will have 6+ years of experience in operation management, process improvement, and supply chain processes, preferably with experience in managing a contingent workforce during peak hours. A degree from a reputable university, an MBA in supply chain, marketing, or operation management, and certification in SAP or related tools are preferred qualifications. If you are a self-motivated individual with a passion for delivering exceptional customer service, keen attention to detail, and a drive for continuous improvement, we invite you to join our team in Mohali, Punjab. This is a full-time position with exciting opportunities for career development and growth.,