Associate, Customer Advocate

Associate, Customer Advocate

What will you do?

As an Associate, Customer Advocate, you will serve as a key voice for the customer, partnering across functions to ensure customer concerns are addressed effectively and translated into meaningful improvements. Reporting to the Senior Associate, Customer Advocate, you will support customer issue resolution, complaint management, root cause investigations, and continuous improvement initiatives that enhance customer satisfaction and product quality.

Customer Advocacy

• Support the customer advocacy process by serving as a customer-focused liaison across the organization.
• Collect, analyze, and communicate Voice of Customer (VoC) feedback, field quality concerns, service reports, and customer claims.
• Ensure customer issues are appropriately documented, prioritized, and tracked to resolution.
• Promote customer-centric thinking and support data-driven decision-making to improve customer experience.
• Assist in identifying emerging customer trends and escalating concerns as needed.

Customer Complaint Management

• Coordinate customer complaint investigations from issue identification through closure.
• Support containment activities to minimize customer impact and business risk.
• Participate in structured Root Cause Analysis (RCA) efforts utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.
• Track corrective and preventive actions (CAPA) and support verification of effectiveness.
• Escalate significant customer concerns through established processes and governance channels.

Quality Improvement & Prevention

• Analyze customer complaints, field performance data, and VoC feedback to identify trends and recurring issues.
• Support continuous improvement initiatives focused on product quality, reliability, and customer satisfaction.
• Collaborate with internal teams to implement lessons learned and prevent recurring issues.
• Contribute to preventive action projects that improve operational performance and customer outcomes.
• Assist with customer issue analytics, reporting, and trend monitoring.

Cross-Functional Collaboration

• Partner with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams to resolve customer concerns.
• Support alignment on containment strategies, corrective actions, and customer communication plans.
• Participate in customer escalation reviews and resolution activities.
• Maintain clear and timely communication with stakeholders throughout the investigation process.

Process Governance

• Support customer issue management and escalation processes.
• Ensure compliance with Schneider Electric quality systems, complaint handling procedures, and continuous improvement standards.
• Monitor key metrics and support process improvement initiatives.
• Assist with audits, management reviews, and quality governance activities related to customer satisfaction.

What qualifications will make you successful?

Required Qualifications

• Bachelor's degree in Engineering, Quality, Manufacturing, Business, Supply Chain, Customer Service, or a related discipline.
• 2+ years of experience in Customer Quality, Customer Service, Manufacturing, Engineering, Quality, Product Support, or a related function.
• Experience supporting customer complaint investigations, issue resolution, or customer-facing processes.
• Knowledge of Root Cause Analysis (RCA) methodologies and continuous improvement principles.
• Strong analytical and problem-solving skills with the ability to manage multiple priorities.
• Excellent verbal, written, and presentation communication skills.
• Demonstrated ability to collaborate with cross-functional teams and build effective working relationships.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Teams.

Preferred Qualifications

• Experience in cooling technologies, HVAC systems, thermal management, data center infrastructure, or industrial products.
• Familiarity with quality tools and methodologies including 8D, CAPA, FMEA, Lean, Six Sigma, and Pareto Analysis.
• Experience working with customers, service organizations, manufacturing operations, and suppliers.
• Green Belt certification or equivalent continuous improvement training preferred.
• Knowledge of quality management systems and customer complaint management tools.
• Experience analyzing customer feedback and performance trends to drive improvements.

Key Deliverables

• Customer complaint investigations and issue resolution support.
• Root Cause Analysis (RCA) documentation.
• 8D investigation support and reporting.
• CAPA tracking and effectiveness verification.
• Customer satisfaction improvement recommendations.
• Customer issue trend analysis and reporting.
• Voice of Customer (VoC) reporting and insights.
• Lessons learned documentation and deployment.
• Escalation management support.
• Continuous improvement and prevention project participation.

Key Performance Indicators (KPIs)

• Customer complaint response and closure time.
• Timely completion of RCA and corrective action activities.
• Customer issue recurrence reduction.
• CAPA completion and effectiveness.
• Customer satisfaction and customer experience metrics.
• Escalation response and resolution performance.
• Voice of Customer action plan completion.
• Trend reporting accuracy and timeliness.
• Continuous improvement project participation and outcomes.

Skills & Competencies

Technical Competencies

• Customer Experience Management
• Customer Quality Analytics
• Continuous Improvement
• Customer Complaint Resolution
• Root Cause Analysis
• Quality Systems Fundamentals
• Data Analysis and Reporting
• Voice of Customer Programs
• Problem Solving Techniques
• Process Improvement

Leadership Competencies

• Customer Focus
• Collaboration and Teamwork
• Effective Communication
• Stakeholder Management
• Learning Agility
• Business Acumen
• Digital Acumen
• Initiative and Accountability
• Problem Solving and Decision Making
• Results Orientation

What's in it for me?

Schneider Electric offers a robust benefits package, flexible work arrangements, opportunities for professional growth, and an inclusive culture where employees are empowered to make a meaningful impact. As part of our team, you will contribute to creating innovative and sustainable solutions while helping customers maximize the efficiency, reliability, and performance of their operations. Let us learn about you! Apply today. Schneider Electric is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work. Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker. For this U.S. based position, the expected pay range is USD 68,000 - USD 102,000 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric is there when it matters most to you Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

• Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.
• Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
• Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.
• Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.

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 Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.