Manager I, Commercial Customer Care

Job Description:

Join us as a Commercial Customer Care Manager and lead a team dedicated to delivering outstanding customer experiences. You'll drive operational excellence, resolve complex challenges, and create lasting customer loyalty through proactive leadership and collaboration.

What will you do?

Manage and coach a customer care team to deliver exceptional service across all communication channels

Oversee the resolution of customer inquiries, orders, and escalated issues with a focus on efficiency and satisfaction

Partner with internal teams to address service gaps, streamline processes, and implement customer-focused improvements

Use data and customer insights to identify trends, conduct root cause analysis, and drive continuous service enhancements

What are the key skills we are looking for?

Coaching - advanced level; developing team capabilities and driving performance through effective feedback and guidance

Complaint management - advanced level; resolving escalated issues while turning challenges into loyalty-building moments

Customer orientation - advanced level; anticipating needs and ensuring every interaction exceeds expectations

Emotional intelligence - advanced level; reading situations and responding with empathy to build trust with customers and teams

Product knowledge - advanced level; leveraging deep understanding to solve complex customer needs confidently

Root cause analysis - advanced level; diagnosing systemic issues and implementing preventive solutions

Communication - intermediate level; conveying information clearly across teams and to diverse customer audiences

Continuous improvement - intermediate level; identifying opportunities and driving process enhancements that elevate service quality

What qualifications will make you successful?

Bachelor's degree in Business Administration, Supply Chain, Customer Service, Operations, or a related field.

5+ years of experience in Customer Care, Customer Service, Claims Management, Order Management, or related operational environments.

Proven leadership ability to inspire teams and drive results in a customer-focused environment

Demonstrated experience driving customer experience improvements and leading process improvement initiatives.

Strong problem-solving skills with the confidence to tackle non-routine challenges independently (managing customer claims, escalations, and complex issue resolution)

Advanced experience with ERP and CRM platforms such as SAP, Salesforce, and/or BFO (Business Force One).

Advanced English proficiency (written and verbal).

Collaborative approach that builds trust and effective working relationships across functions

Adaptability and resilience to manage competing priorities while maintaining high service standards

(External) English Qualifications:

What's in it for me?

Lead a high-impact team where your work directly influences customer loyalty and business growth

Career development opportunities with access to training, mentorship, and leadership programs

Collaborative culture that encourages innovation and values your contributions

Flexible work environment designed to support your success and well-being

Ready to make your mark in customer care leadership? We're excited to meet you - apply today!

Local Benefits (English):

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits - it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

Country-specific programs and initiatives may be available.

(External) English Company Boiler Plate:

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric – apply today!

€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here