Customer Care - Edo. de México - Emerson

Emerson

Empresa verificada

Edo. de México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

**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

FTEC JD ISV Customer Care

Professional Degree Requirements:

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
Selfstarting and ability to motivate a team; people and results oriented
Ability to multitask 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: