Senior ISV Customer Care Specialist

As a Senior Customer Care Specialist, you will play a vital role in our organization, serving as the primary contact for Impact Partners after order entry. Your key responsibilities will include handling multiple accounts and identifying areas for improvement. You will collaborate with colleagues to propose effective solutions, ensuring we meet our order deadlines from start to finish.

In this role, you will 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 KOB MRO business and special KOB/TIER scheme orders.

You will have full ownership of accounts and orders once they are booked, providing crucial support for accounts payable and resolution processes.
 

In this Role, Your Responsibilities Will Be:

Communication

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 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

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. Who You Are:

Proactive Customer Service

Anticipate customer needs and go above and beyond by providing exceptional service. Leverage customer insights to guide the development of new offerings and improvements.

Significant Action

Take prompt and effective actions in dynamic and unpredictable situations. Show initiative in challenging circumstances and seek out opportunities for improvement.

Effective Communication

Deliver messages clearly, compellingly, and concisely. Actively listen to others and confirm understanding to build and nurture strong relationships.

Efficient Workflow Management

Identify the vital processes to achieve goals. Simplify tasks by creating efficient workflows that effectively combine and separate activities.
 

For This Role, You Will Need:

Professional Degree Requirements

Bachelor’s Degree in a business-related field or equivalent experience.

Experience Requirements

External Candidates: - years of demonstrated experience in a manufacturing, operations, or sales environment.

Internal Candidates: - years of relevant experience within the organization.

Preferred Qualifications that Set You Apart:

Technical Knowledge Requirements

Collaborate effectively across departments to deliver timely results for customers.

Self-starter with a strong productive mindset.

Ability to multitask and handle contending priorities efficiently.

Basic knowledge of accounting principles and administrative processes.

Traits & Skills

Software Proficiency: Experience with Oracle ERP and Microsoft tools is highly preferred.

Problem-Solving: Ability to work independently and resolve issues without clear direction.

Confidence in Uncertainty: Handle uncertainty with confidence and take full ownership of assignments.

Communication Skills: Excellent oral and written communication abilities; use tact and good judgment in all interactions.

Job Knowledge: Demonstrates the vital knowledge and skills to complete assignments; optimally applies available resources to enhance efficiency.

Accountability: Self-directed and motivated; takes personal responsibility for achieving goals and meeting deadlines while prioritizing work optimally.

Effective Communication: Clearly and concisely communicates information; selects the appropriate medium for the audience, preferring in-person communication for meaningful messages.

Ethics: Models interpersonal values; conveys information honestly while maintaining confidentiality and avoiding conflicts of interest.

Interpersonal Relations: Demonstrates tact and subtlety in conflict resolution, fostering partnership and collaboration.

Safety and Security: Observes safety procedures; takes proactive actions beyond guidelines and reports unsafe conditions.

Decision Making/Problem Solving: Knows when to make decisions and when to bring up; proactively addresses issues and defines desired outcomes clearly.

Flexibility & Adaptability: Adapts to shifting priorities; focuses on the positive aspects of change and seeks input from those affected by changes.

Planning & Organization: Arrives prepared for meetings; monitors progress against plans; identifies potential overruns and initiates essential changes in project deliverables.

Our Offer to You:

This job description outlines the general nature and level of work involved and is not intended to be a comprehensive list of all responsibilities, duties, and skills required for the position. All job requirements are subject to modification to reasonably accommodate individuals with disabilities. This description does not imply that these are the only duties to be performed by the employee. The requirements represent the minimum levels of knowledge, skills, abilities, and education/experience vital to perform this job successfully.
 

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