Customer Satisfaction and Quality Managerschneider Electric

• 
  Create a competitive logistic offer providing opportunity to increase sales and market share and increase customer satisfaction through:
  • An outstanding lead time offer
  • Customer capabilities, added value service
  • Differentiated offer per channel, VIP customer
• Taking into account:
  • Expectations from the segments of customers (customer visits, OES, NSS, Customer Connect)
  • Strategy of the BU
  • MEA commercial logistic offer policy
• Understand and share with countries the logistic offer environment in the territory: Customers segment needs, market values, competitor offers, local Schneider strategy & position in the market.
• Manage and negotiate with Sales & Marketing the logistic offer to the distributed markets to create value for the Customer and develop Schneider differentiation.
• Drive, with Sales, collaborative initiatives with the main distributors to significantly increase growth and profitability by improving the supply chain efficiency.

Be the Voice of the Customer:

• Interact regularly with customers to better understand their expectations and concerns.
• Represent the voice of customer and drive the customer centricity within the entity.
• Influence the decision process of the entity to always consider the voice of the customers (Schneider Performance System, etc.)
• Contribute to improving customer satisfaction and achieving quality goals by defining, implementing, and managing action plans.

Quality Excellence:

• Run Customer Service and Quality related processes (Issue to Prevention), Claim Management)
• Drive Quality Excellence in Supply Chain (from Suppliers to Customers: receiving, picking, packing, shipping, transportation, returns, etc.)
• Drive the relevant quality programs and methods (8D, Lean Six Sigma, SPS, etc.) to ensure continuous improvement.
• Contribute to the Tailored Supply Chain implementation.
• Suggest technology or new processes to minimize human error through automation.

Quality System:

• Network continuously with CS&Q teams to ensure their entity's needs are understood and considered.
• Identify & capitalize on best practices in quality