Missions
As a Supply Chain Support Specialist, you will ensure that complaints are resolved effectively and without delay, and that those not resolved at the entity organization level are escalated and considered by the appropriate competent entities. You will be part of the Customer Satisfaction and Quality Team and will play a key role in driving continuous improvement initiatives, enhancing customer experience across supply chain operations, and ensuring that feedback loops are integrated into process optimization and service excellence strategies.Your main missions will be:
Listen to the Voice of the Customer (VoC) : Continuously gather and analyze customer feedback, to understand expectations and areas for improvement.
Eliminate Customer Dissatisfaction: Ensure all customer issues are properly addressed and resolved, with a focus on preventing recurrence.
Ensure a Reliable Complaint Management Process: Maintain an effective system for handling complaints quickly and thoroughly.
Escalate Issues When Necessary: Identify when a problem needs to be escalated to another team or level and support a collaborative resolution process.
Analyze and Prevent Recurring Issues: Regularly review complaints to identify top recurring problems and initiate preventive actions. Update robustness tools like PCP (Process Control Plan) and FMEA (Failure Mode Effect Analysis) accordingly.
Collaborate Across Departments: Work with other internal teams (front Office, Transport, Warehouse, Suppliers) to contain, correct, and prevent customer-impacting issues.
Lead Containment Actions: Take charge of immediate containment measures for known issues to minimize customer impact.
Handle Internal Complaints: Manage complaints from other Schneider Electric entities directed at the plant with the same rigor as external ones
Profil recherché
Education: Master’s degree in supply chain, Logistic, Transport, Quality, Customer relations or Engineer Industry, QualityWork experience: At least 1 year of experience in related field (apprenticeship/internship included) .
Skills:
Knowledge of Supply Chain Management / Transport and Distribution
First experience with Continuous improvement practices
Previous experience with ERP/WMS will be a plus
Keys Performance Indicators management, reporting
Requested languages: Fluent English
Personal abilities or skills:
Good communication skills and problem-solving skills
Ability to influence and convince
Quick adaptability to new environments
Motivated to drive change and contribute innovative ideas