CX BP - Power Products Schneider Electric

3.0 - 12.0 years

0 Lacs

karnataka

On-site

The Business Operation Quality position at SEPL / SEIPL / SEIL is a crucial role that focuses on ensuring customer satisfaction and quality across one or multiple Business Units. As the voice of the customer, the role acts as a customer experience champion, advocating for putting the customer first in all aspects of the business. The key responsibilities include: - Addressing major customer pain points related to quality, delivery, service, or any other touchpoints impacting the overall customer experience. - Collaborating with various stakeholders (BU, GSC, LOB, R&D, Field Services, National Sales) to resolve customer issues effectively. - Overseeing the I2P process for the BU and driving improvements in customer satisfaction through systematic issue resolution actions. - Managing recalls and containments in coordination with LOB, Field Services, Logistics, and other relevant parties to minimize customer impact. - Leading or supporting the improvement of commercial processes affecting customer experience across the value chain. - Conducting proactive and reactive customer visits to identify areas of improvement and drive corrective actions. - Planning, executing, and monitoring key actions derived from Customer Voice surveys and visits. - Promoting a quality culture within the BU by emphasizing the core value of Customer First and implementing quality/customer experience processes effectively. The ideal candidate for this role should possess the following qualifications and competencies: Educational Qualifications: - Engineering degree Job Experience: - 10-12 years of overall experience - 3-5 years in sales/marketing/front office roles - 5-8 years in Quality management roles - Hands-on experience in quality assurance processes, quality tools usage, and six-sigma implementation Competencies Required: - Engineering mindset with a good understanding of product specifications and functionalities - Proficiency in quality tools and systems, ideally with Six Sigma Black Belt certification - General management experience and problem-solving skills - MBA (preferred but not mandatory) - Customer-oriented mindset, team player, effective communicator, and influencer with excellent interpersonal and networking skills Areas of Responsibility include: - Supporting Business Units in handling customer issues and improving customer experience - Implementing and utilizing I2P for issue resolution and following up on global actions - Analyzing Customer Voice/Survey data and implementing actions to enhance customer experience - Driving improvement initiatives for product quality and customer experience in collaboration with various organizational functions - Fostering a Customer First culture within the BU This is a full-time position that requires travel and a commitment to driving customer-centric initiatives effectively.,

Posted 1 week ago

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