Senior Customer Advocate Engineer

Schneider Electric•Mount Juliet, TN

5d•Remote

About The Position

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.

Requirements

4+ years of experience in customer service, customer advocacy, technical support, quality, or a related customer-facing role.
Strong customer focus with demonstrated success 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 while maintaining customer confidence.
Strong analytical and problem-solving skills with the ability to identify root causes and recommend corrective actions.
Ability and desire to learn products, processes, and customer requirements relevant to the assigned customer base.
Passion for improving customer experience and driving service excellence.

Nice To Haves

Bachelor's degree is required.
SAP experience.
Experience in a manufacturing environment.
Experience working with project management, operations, quality, supply chain, or production teams.

Responsibilities

Serve as the primary point of contact for customer issues and customer-facing activities, ensuring timely communication and resolution.
Manage daily communication and coordination with internal Project Managers and key stakeholders regarding customer projects.
Monitor customer projects, coordinate logistics, and oversee order processing to ensure customer commitments are met.
Manage VIP customer relationships and provide a high level of service to key accounts.
Resolve customer complaints and complex issues by partnering with production, shipping, warehouse, and transportation teams to identify root 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.
Advocate for customer 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.