Job Description
As a Senior Customer Care Specialist, you will play a vital role in our organization, serving as the primary contact for Impact Partners after order entry. Your key responsibilities will include handling multiple accounts and identifying areas for improvement. You will collaborate with colleagues to propose effective solutions, ensuring we meet our order deadlines from start to finish.
In this role, you will act as a liaison between plants, planners, buyers, and sales offices, facilitating the timely processing of orders and meeting customer request dates in line with Emerson’s date management standards. Your focus will be on maintaining high service standards and ensuring customer satisfaction while handling accounts, including KOB3 MRO business and special KOB2/TIER2 scheme orders.
You will have full ownership of accounts and orders once they are booked, providing crucial support for accounts payable and resolution processes.
In this Role, Your Responsibilities Will Be:
Communication
- Serve as the primary point of contact for Emerson ISV, engaging with all customers and Emerson Impact Partners within your assigned region.
- Respond to all customer inquiries within 24 hours.
- Conduct weekly calls with customers to provide order updates and ensure alignment with customer request dates.
- Maintain clear and open communication with both internal teams and external partners.
Order Execution
- Proactively handle backlog execution to fulfill monthly POR shipment commitments.
- Collaborate across multiple subject areas to ensure timely entry, release from holds, scheduling, and execution of orders.
- Ensure all orders are accurately entered to meet product specifications, agreed delivery times, certifications, and documentation requirements.
- Prioritize order execution by working closely with planners, buyers, and the plant to meet customer requirements.
- Address past due backlogs by collaborating with buyers and planners to lead dates in accordance with date management standards.
- Act as a contact for the assigned factory to advance critical orders in a timely manner.
- Reinforce adherence to Service Level Doctrine 2.0.
Status Updates
- Proactively handle order backlogs.
- Assist in forecasting sales shipments.
- Provide customers with order status updates at every stage, including supervising details once orders have shipped.
- Follow up on commitments and delivery achievements with relevant teams.
Change Order Management
- Handle change order and cancellation requests efficiently.
- Support all inquiries related to orders from booking through invoicing.
- Assist with return material requests as needed.
- Provide after-sales support to ensure customer satisfaction.
Measuring Performance
- Measure and report on project performance metrics.
- Monitor project progress and address potential issues proactively.
Mentoring and Continuous Improvement
- Train and mentor new hires to nurture team development.
- Coordinate and facilitate training sessions for ongoing skill enhancement.
- Present during planning sessions to share insights and updates.
- Lead internal initiatives aimed at improving processes.
- Drive process improvements and implement corrective actions effectively.
Driving Results
- Handle project backlogs to ensure timely execution.
- Assess sales estimates to align resources effectively.
- Analyze risks and opportunities to optimize outcomes.
- Strive to improve delivery service levels continuously.
Who You Are:
Proactive Customer Service
Anticipate customer needs and go above and beyond by providing exceptional service. Leverage customer insights to guide the development of new offerings and improvements.
Significant Action
Take prompt and effective actions in dynamic and unpredictable situations. Show initiative in challenging circumstances and seek out opportunities for improvement.
Effective Communication
Deliver messages clearly, compellingly, and concisely. Actively listen to others and confirm understanding to build and nurture strong relationships.
Efficient Workflow Management
Identify the vital processes to achieve goals. Simplify tasks by creating efficient workflows that effectively combine and separate activities.
For This Role, You Will Need:
Professional Degree Requirements
Bachelor’s Degree in a business-related field or equivalent experience.
Experience Requirements
External Candidates: 4-5 years of demonstrated experience in a manufacturing, operations, or sales environment.
Internal Candidates: 1-3 years of relevant experience within the organization.
Preferred Qualifications that Set You Apart:
Technical Knowledge Requirements
Collaborate effectively across departments to deliver timely results for customers.
Self-starter with a strong productive mindset.
Ability to multitask and handle contending priorities efficiently.
Basic knowledge of accounting principles and administrative processes.
Traits & Skills
Software Proficiency: Experience with Oracle ERP and Microsoft tools is highly preferred.
Problem-Solving: Ability to work independently and resolve issues without clear direction.
Confidence in Uncertainty: Handle uncertainty with confidence and take full ownership of assignments.
Communication Skills: Excellent oral and written communication abilities; use tact and good judgment in all interactions.
Job Knowledge: Demonstrates the vital knowledge and skills to complete assignments; optimally applies available resources to enhance efficiency.
Accountability: Self-directed and motivated; takes personal responsibility for achieving goals and meeting deadlines while prioritizing work optimally.
Effective Communication: Clearly and concisely communicates information; selects the appropriate medium for the audience, preferring in-person communication for meaningful messages.
Ethics: Models interpersonal values; conveys information honestly while maintaining confidentiality and avoiding conflicts of interest.
Interpersonal Relations: Demonstrates tact and subtlety in conflict resolution, fostering partnership and collaboration.
Safety and Security: Observes safety procedures; takes proactive actions beyond guidelines and reports unsafe conditions.
Decision Making/Problem Solving: Knows when to make decisions and when to bring up; proactively addresses issues and defines desired outcomes clearly.
Flexibility & Adaptability: Adapts to shifting priorities; focuses on the positive aspects of change and seeks input from those affected by changes.
Planning & Organization: Arrives prepared for meetings; monitors progress against plans; identifies potential overruns and initiates essential changes in project deliverables.
Our Offer to You:
This job description outlines the general nature and level of work involved and is not intended to be a comprehensive list of all responsibilities, duties, and skills required for the position. All job requirements are subject to modification to reasonably accommodate individuals with disabilities. This description does not imply that these are the only duties to be performed by the employee. The requirements represent the minimum levels of knowledge, skills, abilities, and education/experience vital to perform this job successfully.
About Us
WHY EMERSON
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .
About Emerson
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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