Distribution Center Customer Experience Director at Schneider Electric USA, Inc in Mechanicsburg, Pennsylvania

Job Description:

The Distribution Center Customer Experience Director is responsible for working effectively with the distribution centers to simplify the delivery experience for our customers and increase overall net satisfaction on delivery (NSSoD).

This position requires travel expectations of 30%-50%.

What will you do?

• Lead a team of delivery customer experience engineers in the distribution centers, driving accountability with clear and measurable objectives to improve overall delivery experience satisfaction (NSSoD).


• Own key performance indicators (KPIs) that are leading indicators of customer satisfaction with the delivery experience, developing strategies and initiatives to achieve measurable results.


• Collaborate with distribution center leaders to prioritize and implement processes, standard work, tools, and strategic initiatives that result in measurable improvements to the delivery experience.


• Simplify delivery processes by consolidating shipments, reducing parcel deliveries, and identifying additional opportunities to enhance the delivery experience.


• Educate and train distribution center staff on problem-solving techniques to identify customer experience improvement opportunities.


• Analyze customer feedback proactively, share insights with key stakeholders in the distribution centers, identify improvement opportunities, and work with customer experience engineers to implement actions with clear KPIs and accountability.


• Drive culture transformation in the distribution centers to promote a customer-centric mindset, including raising awareness of customer feedback, providing training and education, implementing recognition programs, and establishing proactive communication and governance.


• Interact regularly with customers, visiting customer sites, managing relationships, documenting feedback, actions taken, and closing the loop with VIP customers.


• Collaborate with the planning team to drive targeted customer delivery experience improvements.


• Address customer issues and escalations promptly, focusing on VIP customers, resolving issues expediently, and strengthening customer relationships.

What qualifications will make you successful for this role?

• Bachelor's degree in Business, Supply Chain, Engineering, Marketing, or equivalent is required, MBA/Master's degree highly preferred.


• Focus on process development, with lean six sigma training preferred.


• At least six years of experience in Customer Experience/Service, distribution/logistics.


• Strong leadership skills, with the ability to achieve results and develop talent through coaching and mentorship.


• Excellent interpersonal, negotiation, and communication skills.


• Understanding of customer service practices and tools.


• Passion for finding new and creative approaches to improve customer experiences.


• Strong analytical skills, with the ability to apply data to insights.


• Result-oriented, resourceful, and dedicated to driving continuous improvement.


• Additional skills/experience desired: manufacturing or supply chain experience, customer insights experience.

We know skills and competencies show up in many ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position.

What's in it for me? Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave,401(k)+ match, and more.

Who will you report to? VP GSC NAM Customer Experience Customer Satisfaction &Quality

You must submit an online application to be considered for any position with us. This position will be posted until filled. Let us learn about you! Apply today.

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!

€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

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.The Distribution Center Customer Experience Director is responsible for working effectively with the distribution centers to simplify the delivery experience for our customers and increase overall net satisfaction on delivery (NSSoD).

This position requires travel expectations of 30%-50%.

What will you do?

• Lead a team of delivery customer experience engineers in the distribution centers, driving accountability with clear and measurable objectives to improve overall delivery experience satisfaction (NSSoD).


• Own key performance indicators (KPIs) that are leading indicators of customer satisfaction with the delivery experience, developing strategies and initiatives to achieve measurable results.


• Collaborate with distribution center leaders to prioritize and implement processes, standard work, tools, and strategic initiatives that result in measurable improvements to the delivery experience.


• Simplify delivery processes by consolidating shipments, reducing parcel deliveries, and identifying additional opportunities to enhance the delivery experience.


• Educate and train distribution center staff on problem-solving techniques to identify customer experience improvement opportunities.


• Analyze customer feedback proactively, share insights with key stakeholders in the distribution centers, identify improvement opportunities, and work with customer experience engineers to implement actions with clear KPIs and accountability.


• Drive culture transformation in the distribution centers to promote a customer-centric mindset, including raising awareness of customer feedback, providing training and education, implementing recognition programs, and establishing proactive communication and governance.


• Interact regularly with customers, visiting customer sites, managing relationships, documenting feedback, actions taken, and closing the loop with VIP customers.


• Collaborate with the planning team to drive targeted customer delivery experience improvements.


• Address customer issues and escalations promptly, focusing on VIP customers, resolving issues expediently, and strengthening customer relationships.

Apply Now