Customer Care

Essential Job Functions / Responsibilities:

Job Function Duties

Communication · 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 12 hours

· Conduct weekly calls with Customers to provide order updates and ensure orders are being executed to the customer request date · Clear communication internally and externally

Order Execution · Proactively manage backlog execution to deliver monthly POR shipment commitments for project orders KOB2 and MRO Impact Partners designated accounts · 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 planner/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 · Reinforce Service Level Doctrine

Status Updates · 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

Change Order

Management · Manage Change Order and Cancellation requests · Provide support to all queries related to orders from booking to invoicing · Support Credit Return and/order Return Material Requests as and when required

· Provide after sales support as necessary

Measuring · Measuring and reporting on the project performance · Monitoring progress of the project and addressing potential issues.

Mentoring and continuous

improvement · Training and mentoring of new hires · Organize & Facilitate Training Sessions · Present in planning session · Create and Lead internal initiatives · Drive process improvements and corrective actions

Drives Results · Project backlog management. · Sales estimates assessment. · Risk and Opportunities analysis. · Improve Delivery Service Level.

Professional Degree Requirements (i.e., Engineering, Business Admin, etc.):

· Bachelor's Degree in business, STEM related field or equivalent experience

Experience Requirements (Years / Type of prior responsibilities or experience / Industry, etc.):

· +3 years similar experience in a manufacturing, operations or sales environment experience for externals and internal candidates

Technical Knowledge Requirements:

· Effectively work across company departments to produce quick results to a customer

· Self-starting and action oriented

· Ability to multi-task and manage competing priorities

· Accounting administrative knowledge.

Traits & Skills ((i.e., Analytical capacity, computer capacity, risk taking, introversion/extroversion, confidence, reasoning):

· Experience with Oracle strongly preferred

· Experience with SAP

· Proficient computer skills including Microsoft Package and Oracle CRM

· Excellent communication skills, both oral and written, including using tact and good judgment when dealing with others.

Job Competencies (Please choose the main 5 critical Korn Ferry Competencies):

· Customer Focus

· Action Oriented

· Accountability

· Communicates Effectively

· Optimizes Work Processes

· Manages Conflict

· Builds Effective Teams

· Drives Result

· Decision Making/Problem Solving

Supervisory requirements:

Work is closely supervised

Works independently with general supervi