Customer Care

hace 2 semanas

Ecatepec de Morelos, México Emerson A tiempo completo

Job Description
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

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