Customer Care

Essential Job Functions / Responsibilities:Job Function DutiesCommunication • 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 externallyOrder 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 DoctrineStatus 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 plantChange OrderManagement • 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 necessaryMeasuring • Measuring and reporting on the project performance • Monitoring progress of the project and addressing potential issues.Mentoring and continuousimprovement • Training and mentoring of new hires • Organize & Facilitate Training Sessions • Present in planning session • Create and Lead internal initiatives • Drive process improvements and corrective actionsDrives 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 experienceExperience 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 candidatesTechnical 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 SolvingSupervisory requirements:Work is closely supervisedWorks independently with general supervi