Senior Customer Advocate Engineer

Join us as a Senior Customer Advocate Engineer and become the driving force behind exceptional customer experiences. In this role, you will serve as the voice of the customer, leading initiatives that enhance satisfaction, loyalty, and service excellence while supporting project execution and customer issue resolution across the organization.

This is a senior-level role that includes direct supervision, coaching, and development of Customer Advocate Engineers, while serving as an escalation point for complex customer issues and customer-facing activities.

• Serve as the primary point of contact for customer issues and customer-facing activities, ensuringtimelycommunication and resolution.
• Manage daily communication and coordination with internal Project Managers and key stakeholdersregardingcustomer projects.
• Monitor customer projects, coordinate logistics, and oversee order processing to ensure customer commitments are met.
• Manage VIP customer relationships and providea high levelof service to key accounts.
• Resolve customer complaints and complex issues by partnering with production, shipping, warehouse, and transportation teams toidentifyroot causes and implement solutions.
• Provide technical analysis, reporting, and recommendations related to customer complaints, product performance, and installations.
• Support customers through complex installation or application issues, restoring confidence in Schneider Electric products and solutions.
• Analyze communication, scheduling, and process challenges within project and production workflows and recommend improvements.
• Advocateforcustomer needs in cross-functional discussions and business decisions.
• Promote a customer-focused culture by supporting customer experience improvement initiatives.
• Track, analyze, and communicate customer satisfaction feedback and trends to drive continuous improvement.

• Customer Orientation (Advanced):
  Anticipates customer needs and ensures their perspective is reflected in decisions and actions.
• Customer Experience Improvement (Advanced):
  Identifies and implements initiatives that enhance customer satisfaction and loyalty.
• Customer Advocacy (Advanced):
  Representscustomerinterestwhile driving positive business outcomes.
• Communication (Advanced):
  Effectively communicates with customers, project teams, operations, and leadership.
• Problem Solving (Intermediate):
  Investigates complex issues and develops practical, customer-focused solutions.
• Quality & Continuous Improvement (Intermediate):
  Uses customer feedback and process analysis to improve performance.
• Data Analysis (Intermediate):
  Interprets customer and operational data toidentifytrends and opportunities.
• Relationship Management (Intermediate):
  Builds trust andmaintainsstrong customer and stakeholder partnerships.

• 4+ years of experience in customer service, customer advocacy, technical support, quality, or a related customer-facing role.
• Strong customer focus withdemonstratedsuccess building and maintaining positive customer relationships.
• Excellent customer service skills and the ability to perform effectively in high-pressure, time-sensitive environments.
• Ability to work independently, prioritize competing demands, and make sound decisions with minimal supervision.
• Strong collaboration and influencing skills with the ability to work across multiple functions.
• Experience in handling customer complaints and concerns professionally whilemaintainingcustomer confidence.
• Strong analytical and problem-solving skills with the ability toidentifyroot causes and recommend corrective actions.
• Ability and desire tolearn products, processes, and customer requirements relevant to the assigned customer base.
• Passion…