As a Senior ISV Customer Care Specialist at Emerson, you will play a crucial role in ensuring exceptional customer satisfaction. Your primary responsibility will be to serve as the primary point of contact for Impact Partners after order entry.

In this role, you will handle multiple accounts, identifying areas for improvement and collaborating with colleagues to propose effective solutions. You will also 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.

Key Responsibilities:

• 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.

Requirements:

Bachelor's Degree in a business-related field or equivalent experience is required. External Candidates: 4-5 years of demonstrated experience in a manufacturing, operations, or sales environment is preferred. Internal Candidates: 1-3 years of relevant experience within the organization is also considered.

Estimated Salary: $90,000 - $110,000 per annum