DirecciónAs a Customer Care Specialist, you will be a vital part of the organization by being the first touchpoint for Impact Partners post order entry, including Resolutions for your accounts. Your responsibilities include and not limited to managing backlog execution from time of booking orders to invoicing including providing thorough updates to customers inquires and order status until order has shipped and invoiced, Returns and invoice discrepancies You will interface between plants, planners, buyers, Quality, Rapid Response and sales offices to ensure orders are expedited and customer request dates are met as per Emerson’s date management standards. You will also manage and communicate return and resolutions related issues in an accurate and timely manner to both internal and external customers in an effort to optimize our customer experience. You will ensure excellent service standards and maintain high customer satisfaction. You will engage in Process Improvements projects within the team.
Essential Job Functions / Responsibilities:
- Be the primary point of contact of Emerson ISV to all customers/Emerson Impact Partners in an assigned region.
- Respond to all customer inquiries within 24 hours
- Conduct weekly calls with Customers to ensure orders are being executed to the customer request date
- Communicate with Customers and internal business groups via phones and email in a clear, concise, and professional manner to resolve any outstanding requests
- Clear communication internally and externally
- Proactively manage backlog execution to deliver monthly POR shipment commitments
- Work across multiple disciplines to ensure orders are entered, released from all holds, scheduled and executed in a timely manner
- Ensure all orders are managed and have been entered correctly to ensure correct product specification, agreed delivery, certification, and documentation requirements
- Prioritize order execution with buyer and plant to ensure customer requirements are met
- Manage Past due backlog by working with buyers and planners to ensure dates are managed as per date management standards
- Be a point of contact for assigned factory to ensure timely escalation of critical orders
- Proactively manage order backlog
- Assist in sales shipment forecasting
- Provide Order Status to customers at every stage of the order including tracking details once order has shipped
- Follow up on commitments and delivery milestones with the plant
- Manage Change Order and Cancellation requests
- Provide support to all queries related to orders from booking to invoicing
- Support Return material requests as and when required
- Provide after sales support as necessary
- First escalation point for your accounts
- Thorough review of Support Request Tasks in CRM
- Book and process RMA, Warranty and Goodwill orders in Oracle & SAP
- Communicate Warranty Status and Solution with Sales Office / Impact Partner
- Update CRM tasks to ensure correct metrics are captured
- First point of contact for annual returns
- Ensure proper procedures are followed in accepting annual returns
- Review the return item list with management
- Book RMA and Warranty orders
- Provide final invoice to customer on returned items
- Manage all disputes related to your accounts
- Review, analyze all disputes related to mis-shipments, lost shipments, and price discrepancies
- Issue credit only or debit invoice
Professional Degree Requirements
- Bachelor’s Degree in business related field or equivalent experience
- 1+ years of similar experience in a manufacturing environment
Experience Requirements
- Prefer 1+ year in the flow control industry with knowledge of valve and actuation applications or related knowledge of fluid mechanics and electro-mechanical equipment
Technical Knowledge Requirements:
- Effectively work across company departments in order to produce quick results to a customer
- Self-starting and action oriented
- Ability to multi-task and manage competing priorities
Traits & Skills
- Experience with Oracle strongly preferred
Experience with SAP - Proficient computer skills including excel, Teams and CRM
- Excellent communication skills, both oral and written, including using tact and good judgment when dealing with others.
Job Competencies
- Action Oriented
- You display a can-do attitude in good and bad times
- You step up to handle tough issues.
- Communicates Effectively
- You provide timely and helpful information to individuals across the organization.
- You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels
- Customer Focus
- You gain insight into customer needs
- You establish and maintain effective customer relationships.
- Collaborates
- You partner with others to get work done
- Ensures Accountability
- You evaluate feedback and make necessary adjustments.
- You act with a clear sense of ownership
- Optimize work process
- You utilize process mapping
- You seek ways to improve processes, from small tweaks to complete reengineering
External Stakeholders:
- Impact Partners
- Customers
- Logistics/Freight Companies
Internal Stakeholders:
- Functional Managers
- Order Entry
- Inside Sales
- Regional Sales Managers
- Planners/Buyers
- Quality
- Rapid Response
- Compliance
- Finance/Tax Teams
- Factories
- Warehouse/Shipping
