If you are looking for a new opportunity in the field of Order Administration and Project Management, Emerson has an opening for you! We are seeking for Customer Support Representative who will handle accurate and timely administration of customer orders. The role will ensure orders are met and in compliance with customer requirements, product specifications and all Emerson policies.
In this Role, Your Responsibilities Will Be:
· Coordinate with all relevant internal and external partners to manage all aspects of orders to meet customer’s expectations and internal important metrics.
· Provide timely updates and accurate status reports throughout the entire order process to both internal and external partners.
· Coordinate with vendors, factories, purchasing department, other functional teams, and review BI reports to get order status and support prioritization.
· Support resolution of customer’s inquiries and adherence to customer request date.
· Manage customer’s change orders, update ERP systems appropriately.
· Ensure customer’s orders booked timely and accurately in ERP systems, coordinate with relevant partners to release all the necessary holds.
· Being a gate keeper to ensure customer’s orders are align with Emerson booking, Trade Compliance, Due Diligence, and other necessary policies set forth.
· Support all necessary month end closing activities.
· Coordinate with internal partners and customers to support the resolution of finance, quality, billing, and other order related issues.
· Submit customers' required documents timely through ERP system.
· Coordinate with relevant partners to arrange and release the shipment timely from customer and internal systems, ensure invoice customer accordingly and accurately.
· Archive all necessary documents and support for both internal and external audits.
· Manage, maintain, and update various Emerson business software and ERP systems timely, accurately, and appropriately.
· Any other necessary activities need to be done to meet the business’s needs and objectives.
Customer and Sales Office Communication:
· Work with subject matter expert to respond to customer inquiries within 24 hours.
Managing Orders:
· Proactively manage customer’s order, provide updates timely and accurately to both internal & external partners.
· Ensure all orders are managed and have been entered timely and accurately to ERP systems, ensure correct product specification, agreed delivery date, certification, and documentation requirements and other necessary information.
· Ensure all the holds placed on orders to be released appropriately and timely.
· Ensure all Emerson policies and procedures to be complied.
· Resolve all issues relate to the orders timely and appropriately to meet customer’s expectations and internal important metrics.
· Conduct, manage and attend all necessary business meetings, visits, and travels.
Communication of shipping, resolve invoicing issues:
· Coordinate inspection if required.
· Prepare shipping documents, coordinate with internal and external partners to arrange and release the shipment timely.
· Coordinate with internal partners and customers to ensure the shipment ship timely and invoice customer on time.
Status Updates:
· Assist in sales shipment forecasting and update the ERP systems timely and accurately.
· Provide status reports as required on order status.
· Follow up on commitments and delivery achievements with the plant.
· Provide the orders’ execution progress throughout the entire order process.
Change Order Management:
· Provide technical and application support for customer inquiries.
· Manage change order process.
Who You Are:
You adjust communication content and style to meet the needs of diverse partners. You always keep the end in sight; puts in extra effort to meet deadlines. You facilitate an open dialogue with a wide variety of contributors and partners.
For This Role, You Will Need:
· Degree or equivalent in Business Management, Supply Chain or any related field
· Minimum 2 years of work experience in customer facing role.
· Strong customer support skills; strong communication (written and verbal) skills.
· Ability to multi-task and manage competing priorities.
Preferred Qualifications that Set You Apart:
· Proficient in a variety of software programs including customer relationship management and ERP software.
· Proficient in both SAP and Oracle will be an advantage.
· Ability to comprehend technical specifications.
· Ability to adapt in changes and fast-paced working environment, can work under the pressure and patient and resilient
Our Offer To You:
By joining Emerson, you will be given the opportunity to make a difference through the work you do.
Emerson's compensation and benefits programs are designed to be competitive within the industry and local labor markets. We also offer a comprehensive medical and insurance coverage to meet the needs of our employees.
We are committed to creating a global workplace that supports diversity, equity and embraces inclusion. We welcome foreign nationals to join us through our Work Authorization Sponsorship.
We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential. We are dedicated to the ongoing development of our employees because we know that it is critical to our success as a global company.
We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work set up where our team members can take advantage of working both from home and at the office.
Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environmentacross our global network and facilities.
Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.
Our Commitment to Diversity, Equity & Inclusion
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.
This 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.
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