Primary Customer Care Agent

The Customer Care Agent will directly work and support customers in order to deliver an excellent experience to Schneider Electric’s customers, make it an easy and satisfied interaction for customers to do business with us by being a single contact point for all support requests.

The primary purpose of this position is to ensure required documents be provided to customer on time as company policies. This person will need to work with other parties to maintain the correct information in documents, especially for project cases.
Depending on business needs, Order Processing Specialist may have to handle all or only some of the below listed assignments and it can be rotated among team.
1. To be our customers’ advocate and single point of contact for any supports, particular in sales
2. Support Sales (BUs) on sales/document inquiries with the objective of continuous improvement and maximizing customer's satisfaction.
3. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
4. To take ownership of our customers’ issues and complaints until resolved to their satisfaction.
5. To respond rapidly and positively to all customer inquiries to ensure every interaction creates the optimal customer experience
6. To establish and maintain positive, long-term relationships with our customers through open communication and continuous feedback
7. To promote Schneider Electric as a differential brand in the market.
A – Order processing – Sales Orders, FOC orders (Warranty/ Sample/ Promotion) and Credit/ Debit Memos
1. Check clean orders with customers before processing to system, especially adaptation goods (ACB, MVS, etc).
2. Process the orders to SAP, follow up with Logistics on cancellation/ modification or any special requests. Note down all special requests in Sales orders (SAP/ Excel)
3. Raise & follow up MM creation requests at order entry to avoid delay.
4. Prepare Sales Contract as customer request align with company policies and monitor contract terms until it closed.
B – Logistic Coordinator
1. Update and send Order Acknowledgement (OA) as agreed. Detect delays and speed up the delivery by CR. Propose alternative solutions to get products on time (change shipping mode, etc.)
2. Actively inform customers if there are any issues (delay, obsolescence, replacement…), and prepare the supporting document if required.
3. Take ownership and manage customer complaints relating on delivery effectively and professionally
C - Delivery Arrangement
1. Request customers to settle the payment against contracts/ schedules
2. Actively check credit/ payment to ensure correct incentive discounts applied and record it carefully in Orders (SAP/ excel)
3. Check the availability of goods and issue invoices as per requested from customers and align with company policies
4. Closely cooperate with 3PL to support customers on self-collection in urgent cases
5. Coordinate with Finance team to handle customer complaints/ requests relating to invoices such as cancellation, correction reports, rebate, etc
D – Administration Tasks & Team Support
1. File all documents accordingly to policies
2. Check and reply requests via email and telephone relating assignments and record customer requests in bFO.
3. Back up other team members when requested.
4. Ready for job rotation and other assignments depending on business requirements

Education: Bachelor Degree in Economics/ Foreign Trade/ Business Administration or relevant majors
Working Experience: 2-year experience in Sales Admin or Order processing or relevant post in foreign companies
Experience in Customer Service or Market Research
Business Understanding: Knowledge in Foreign Trade activities (documents) and Schneider Electric products is a plus
An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
SAP knowledge is more favorable
Others (e.g. language skills, technical skills): Ability to work both independently and as a team member under high pressure
Having problem-solving skill and customer driven skill.
Having strong communication (both in writing and speaking Vietnamese and English) interpersonal skills
Enthusiasm, adaptability, team-spirit and detail-oriented are required
Proficient computer skills in MS Office (Word, Excel)

- Insurance
- Laptop

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