Customer Support Analyst

hace 1 semana

San José, San José, Costa Rica Emerson A tiempo completo

The Emerson (A&C) Customer Support 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 for US & CANADA.
Must have clear understanding of Global Market relate to Channel Partners, Resellers and End Users.
**In this Role, Your Responsibilities Will Be**:

- Input orders from internal or external customers into Salesforce & SAP.
- Build, retrieve, open, and validate customer purchase orders prior to input in the Salesforce and Digital Platforms.
- Perform customer set up activities as needed to ensure accurate processing orders and delivery of goods and services.
- Build new contacts and accounts for end users or sold to/ship to accounts.
- Do password resets, licenses query 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 presenting with customers the expected shipping dates and expedited order solutions.
- Input Return Material Authorizations (RMA) from Distributors into SAP system.
- Handling 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 memos per operating policies and procedures.
- Leading disputes issues including invoicing processes.
- Follow the warranty process validation.
- Respond to inquiries related to Expedite issues, working optimally with Planners, Manufacturing teams and District Sales Managers.
- Respond to inquiries from various businesses in a timely manner.
- Perform in fast paced customer centric environment.
- Navigate successfully within multiple tools, receivable systems, and internal processes to deliver accurate and in a timely manner (SAP, Salesforce, Microsoft Teams, Webex, Office Package)
- Help with other tasks assigned by Team Lead or Manager

**Who You Are**:
You evaluate pros and cons, risks, and benefits of different solution options.
You readily action new challenges, without unnecessary planning.
You provide timely and useful information to individuals across the organization.
**For This Role, You Will Need**:

- High School Diploma or equivalent experience / GED from an accredited school or institution
- Minimum Experience of 2 to 4 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 high demand environment.
- Collaboration
- Effective communication with customers, teammates and local or external leaders
- Good handling of time management
- Be focused, organized, and have consistency.
- Written and verbal English skills
- Autonomy and proactivity
- Multitasking abilities
- Detailed oriented

**Preferred Qualifications that Set You Apart**:

- Experienced working with SAP & Sales Force.
**Our Offer To You**:
We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs) and career growth focus and many more.
Commitment with Diversity and Equal Opportunity

At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I.
Through continuous development of activities, programs, and social awareness.
Our communities are:

- Black Employee Alliance
- Diverse Abilities
- HOPE
- LGTBIQ + Allies CR
- Costa Rica SOMOS
- Mosaic
- Women's Impact Network

At Emerson, we are passionate about what we do.
Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century.
Our commitment to excellence and cutting-edge technologies has positioned us as a leader in the world of automation solutions and engineering.
We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment.
We firmly believe that diversity fuels creativity and innovation, allowing us to tackle sophisticated challenges with new perspectives.
We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas.
When you join our team, you become part of a rich tapestry of talent that propels us forward.
We not only care about our people professionally but also personally.
At Emerson, we understand the im

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