Customer Care

hace 2 semanas

Edo de México Emerson A tiempo completo

**Essential Job Functions / Responsibilities:
**Job Function
**Duties
Order Execution
- Be the focal point of contact for Customer Care Team for order escalation
- Daily follow Up, Expedite and Escalate orders that are not on schedule to customer promise date
- Consistent and frequent review of holds with Customer Care and release holds accordingly
- Ensure Order Acknowledgments are sent on timely manner
- Proactively management of order backlog
- Assist in meeting POR (President s Operating Report) Commitment
- Work closely with Customer Care Manager on order expedite

Resolutions
- First escalation point for Resolutions Team
- Assist in escalating critical Support Requests
- Prioritization on critical RMA’s, Warranty Orders
- Supervise entry of change order and ensure RMA (Return Material Authorization) process is consistently executed
- Work closely with Rapid Response and Quality teams to ensure tasks are reviewed and executed

Communication
- Be the primary point of contact for customer escalations
- Respond to all customer inquiries within 24 hours
- Conduct weekly calls with Customers to ensure orders are being executed to the customer request date
- Respond to customer and sales office when discrepancies exist
- Clear communication internally and externally

People Management
- Direct, motivate, and manage the Center of Excellence (COE) team to provide best in support in MRO (Maintenance, Repair & Operation) and Resolutions and achieve KPIs (Key Performance Indicators) and business targets
- Uses effective management and communication tools to create a positive working environment within the CoE

Customer Care Responsibilities
- All other responsibilities as per Customer Care Specialists

FTEC JD ISV Customer Care Specialist.docx

**Professional Degree Requirements**:

- Bachelor’s Degree in business related field

**Experience Requirements**:

- 4+ years of experience engineering, purchasing customer care resolutions and/or customer service

**Technical Knowledge Requirements**:

- Effectively work across company depar tments in order to produce quick results to a customer
- Self-starting and ability to motivate a team; people and results oriented
- Ability to multi-task and manage competing priorities
- Proven track record of achieving results in a matrixed organization

**Traits & Skills**:

- Experience with Oracle strongly preferred
- Proficient computer skills including excel
- Excellent communication skills, both oral and written, including using tact and good judgment when dealing with others
- Strong customer focus, excellent communication skills

**Job Competencies**:

- Ensures Accountability
- Managing and Measuring Work
- Builds Effective Teams
- Drives for Results
- Communicates Effectively

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