Customer Experience Advocate

About the role

Panduit is looking for a Customer Experience Advocate to ensure customers have a frictionless experience with the company. The role independently manages all aspects of the customer experience, coordinates across functional units to resolve customer requests quickly, and keeps customers informed about their transactions. It reports to the Supervisor, Customer Experience, and is based in the office in Singapore.

Key responsibilities

• Manage customer requests and exceptions throughout the order cycle, coordinate across Panduit channels and report emerging trends to leadership (20%).
• Build relationships with customers and sales teams, handle critical situations and refer potential sales leads to the right channel (20%).
• Resolve customer issues promptly using commercial policies and business practices, and identify cross-functional process improvements (20%).
• Support key accounts as the main customer contact, handling project planning orders, project orders and special transactional requirements from pricing and availability through delivery; assist CEA3s with project purchase orders and inquiries for Global Named Accounts (20%).
• Help train new hires and CEA1s, support training on new processes and guide junior team members on systems, functionality and processes (20%).
• Perform other duties as assigned.

Required profile

• Bachelor's degree in business or engineering (or local equivalent), or an equivalent combination of education, training, experience and certifications.
• 2-4 years of relevant experience.
• Customer-focused, able to listen to and understand customer needs and provide solutions that improve satisfaction.
• Strong communication and interpersonal skills, and the ability to support teams and customers with day-to-day administrative and planning activities.

Required skills

• Proficiency in Microsoft Office Suite.

What we offer

• Competitive pay and a comprehensive Total Rewards program covering health, financial well-being and future.
• Hybrid work arrangement.
• Vacation, sick leave, paid holidays and volunteer time off.
• Parental leave, professional development programs and career advancement pathways.
• Employee & Family Assistance Program providing confidential support.