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
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
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
High sense of urgency and detailed oriented
Experienced working with SAP & Sales Force