Customer Service Associate

Job Description

Job Summary:

The Customer Service Associate will assist customers, suppliers, local partners, and factories by checking order status, providing updates, expediting orders, and managing delivery schedules. They will ensure high customer satisfaction and timely delivery while addressing all order-related inquiries for the Business Unit.

In This Role, Your Responsibilities Will Be:

1. Responsible for collaborating with both internal and external customers.
2. Ensure timely updates are provided to customers on order status/progress, adhering to Global Communication Standards, with a focus on achieving 100% on-time delivery.
3. Regularly monitor and follow up on all orders, with special attention to principal partners, key customers, and critical shutdown requirements.
4. Interface and communicate with various world-area factories for order status updates.
5. Monitor all buy-out orders with respective factory teams in other world areas and provide customers with accurate delivery status updates.
6. Track orders from entry to shipping, expediting any delays or hold points in coordination with the respective teams.
7. Collaborate with planners to ensure timely monitoring and expediting of delayed orders.
8. Closely monitor critical orders provide regular progress updates to customers.
9. Generate weekly order status reports for Business Partners and customers.
10. Maintain periodic records for orders with inspections and production schedules to ensure easy reference and timely submission.
11. Obtain approved documentation for Third-Party Inspections from Local Business Partners or Customers and coordinate for seamless handling.
12. Ensure compliance with Emerson Trade Compliance procedures in all transactions and business practices.
13. Support the Shipping team by coordinating with customers/Business Partners for all Finished Goods collection.
14. Prepare and submit Data Dossiers for shipment approvals as required by specific customers.
15. Track export license orders to prevent shipping delays.
16. Act as the point of contact for warranty claims and goodwill orders, ensuring swift resolution.
17. Drive high Customer Survey Scores for assigned regions through proactive engagement.
18. Coordinate country-specific inspections to ensure timely issuance of certifications.
19. Manage and track key order dates in the ERP system as per provided standards.

Who you are:

You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels. You build and deliver solutions that meet customer expectations. You learn quickly when facing new situations. You push yourself and help others achieve results. You stay on top of new communications technologies.

For this Role, You Will Need:

1. Bachelors degree or equivalent experience in Technology, Business Administration, Supply chain or a related field.
2. Experience in the manufacturing industry or a related field.
3. Proficiency in MS tools.

Preferred Qualifications that Set You Apart:

1. Previous experience in a customer-facing role, preferably in account management, customer service, or Supply chain
2. Candidates with French and/or Arabic language capabilities are encouraged.
3. Experience in Intelligent automation tools and CRM (Oracle Betsy) is a plus.

Our offer to you

We recognize the importance of employee wellbeing and know that to do your best you have flexible, competitive benefit plans to meet you and your family's physical, mental, financial, and social needs. We provide a variety of medical insurance plans, Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.

Adhere to Health, Safety & Environment policies as laid by the organization.

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