Under general direction, the NA Customer Care lead will serve as the first line of assistance to all Order Managers and Inside Sales Engineers for customer service, workload balancing and dispute resolution issues.
The NA Customer Care lead is responsible for filtering questions, providing guidance, and resolving escalated issues through operational support.
Included are improvement opportunities to improve performance metrics of the team such as quotation RDSL, turnaround times and accuracy for quotes and orders.
Order Management / Inside Sales support :
Work in conjunction with the Customer Service Manager and Quotation Managers to set the direction for the team, and drive productivity to meet operational goals
Develop collaborative relationships and function as a subject matter expert to assist with training new team members and closing knowledge gaps
Provide daily Oracle application and production support for Order Managers
Provide daily support and prioritization for Inside Sales Engineers
Drive the Order Management and Order Entry teams to continuously improve and resolve issues impacting overall performance
Marshall resources and work with other departments to assist Order Managers in resolving operational issues
Act as a liaison for all departments to ensure readiness to ship
Provide onboarding training and refresher training to team
Monitor workloads and status; supports team members by providing advice on handling complex issues
Provide peer coaching on operational tasks and reinforce work instructions / standard operating procedures
Take ownership of escalated concerns and resolve customer issues, including receivable disputes
Job Knowledge & Teamwork :
Back up of Inside Sales or Order management team depending on the business needs
Work on standard and non-standard complexity related to products & processes
Understand basics of Emerson products, model numbers and price list. Understand general customer needs for each buying influence and the main industries served by Emerson.
Participate in training activities related to products & processes
Understand basic Emerson differentiation strategy and Continuous Improvement Process (CIP) tools.
Coordinate within assigned team, other teams, and with subject matter experts regarding workflow to maintain targeted customer service levels related to both order management and overall support of our customers.
Ensure compliance with import / export, contract and government requirements. Screen orders for compliance with the Emerson Terms and Conditions, Agreements and standards.
Perform other duties as required.
Employee Performance and Development :
Conduct monthly 1-1s with direct reports
Collaborate with direct reports on EDP goal creation
Maintain EDP records for each direct report
Conduct end of year performance reviews and promotion recommendations
Set Personal Improvement Plans for direct reports who are not meeting expectations
Coaching, mentoring, training, and developing direct reports for career progression, performance improvement, and recognition purposes
Provide timely feedback and corrective action to team members as required
Monitor quote and order turnaround time
Monitor progress on disputes, CER’s, address maintenance, quality and phone availability (ININ)
Delegate additional work and assignments appropriately to support staff career development plans
Education : Bachelor’s Degree in Business Administration, Engineering or any other related fields.
Experience : 3 to 5 Years of Customer Service, Sales experience or other related experience.
Experience as a member of a fast paced, customer-centric company where there was a spirit of teamwork between peers, a direct sales force and representative selling organizations, required.
Work experience associated with selling or supporting a technical product where there was a business to business relationship, required.
Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must.
English Proficiency (Written & Oral) Level, minimum must be B-2 (Upper Intermediate).
Must be willing to work on North America shift schedules.
Preferred Qualifications :
Experience : 1 to 2 years in functional supervision experience.
Experience : 0 to 1 Year of Project Management experience
Work experience associated with selling or supporting a technical product where there was a business to business relationship, preferred.
Solid prioritizing and organizational skills along with being a self-starter.
Must be able to work well in a close team setting.
Aptitude for technical topics is a plus.