Customer Care Analyst 2
Greenlee Textron Inc
San Jose de Costa Rica, San Jose, Costa Rica
hace 5 días


The Emerson (A&C) Customer Care Analyst provides services to Emerson (A&C) that enable them to attract and serve customers faster, with better quality.

This includes a variety of responsibilities, including but not limited to quoting, order entry, resolving customer inquiries / issues, pricing and availability, data analysis, handling of returns, export- billing - shipping documentation and license query.

Must have clear understanding of Global Market relate to Channel Partners, Resellers and End Users.

Duties and Responsibilities

  • Input orders from internal or external customers into Salesforce and SAP system
  • Create, retrieve, open and validate customer purchase orders prior to inputting in the Salesforce and Digital Platforms.
  • Perform customer set up activities as needed to ensure accurate processing orders and delivery of goods and services
  • Handle daily hold reports
  • Create new contacts and accounts for end users or sold to / ship to accounts.
  • Do password resets, licenses queries like upgrades, transfers and fix for licensing procedures
  • Support software fulfillment to ensure customer receipt of software via licensing platforms
  • Support hardware fulfillment as it relates to communicating with customers the expected shipping dates and expedited order solutions
  • Input Return Material Authorizations (RMA) from Distributors into SAP system
  • Managing daily disputes requests received from account payable team and customers for issues with payments, taxes, freight charges, incorrect address and PO updates.
  • Perform customer related financial transactions such as credit and debit memo’s per operating policies and procedures
  • Managing disputes issues including invoicing processes
  • Follow the warranty process validation
  • Respond to inquiries related to Expedite issues, working effectively with Planners, Manufacturing teams and Territory Managers
  • Respond to inquiries from various businesses in a timely manner in a solution orientated mindset & manner
  • Resolve multiple customer facing inquiries from various mediums such as telephones and email.
  • Perform in fast paced customer centric environment
  • Navigate effectively within multiple tools, receivable systems and internal processes to deliver accurate and timely deliverables (SAP, Salesforce, Microsoft team, Webex, Office Package)
  • Help with other tasks assigned by Team Lead or Manager
  • Requirements

  • High School Diploma / GED from an accredited school or institution
  • Minimum Experience of 3 to 5 years in similar positions in sales support and customer service
  • Demonstrate strong computer and analytical skills using the complete Office Package
  • Understanding of Global Market relate to Channel Partners, Resellers and End Users.
  • Strong Problem-Solving skills
  • Ability to work under pressure and high demand
  • Teamwork
  • Great interpersonal and Communication skills with customers, teammates and local or external leaders
  • Good handling of time management
  • Be disciplined, organized and have consistency
  • Written and verbal English skills
  • Autonomy and proactivity
  • Multitasking abilities
  • High sense of urgency and detailed oriented
  • Experienced working with SAP & Sales Force
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