Customer Experience Advocate

hace 11 horas


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

Job Overview

We are seeking a highly skilled Customer Care Associate to join our team at Emerson. As a key member of our organization, you will play a critical role in delivering exceptional customer service and driving business results.

Main Responsibilities

  1. Drive material allocation for Systems and Software projects and spares requirements according to requestor-expected and supply chain delivery lead times.
  2. Own and execute total account management and end-to-end Order Fulfillment Processes.
  3. Establish long-term business relationships with Emerson offices, Business units, and Emerson Impact Partners through consistent and proactive communication to achieve target service levels.
  4. Collaborate with all Supply Chain functional groups, especially Global Material Planning, and Logistics and Distribution, to drive material allocation, prioritization, and timely order fulfillment.
  5. Drive improvements on on-time delivery, unclean orders, material issues, and order entry performance with specific account contacts and functional stakeholders.
  6. Proactively communicate with customers of any delays or risks in order shipment, including working with other functional groups to address issues.
  7. Consistently educate Field Sales Offices, Engineering Centers, and Emerson Impact Partners with product and process updates that adhere to Emerson's standard order fulfillment process.
  8. Review and process orders, change requests, and cancellations within agreed service level.
  9. Facilitate closure of finance-related queries such as Corrective billing, Credit Notes/Memo, Pricing Issues, Invoicing Issues.
  10. Perform ad-hoc order entry transactions as necessary for internal and back-to-back purchase orders, consignment orders, and manual shipment orders.
  11. Lead in the root-cause analysis and proposed preventive and corrective actions on reported issues and customer feedback.
  12. Create metrics and reports that will help identify trends and operational gaps, and drive actions in order to meet business goals.
  13. Recommend and support process improvements within the function and in the department.

Requirements

  • Minimum 2 years' experience in a Customer Service, Supply Chain, Electronic Manufacturing, or Logistics Operation.
  • Graduate of a 4-year's Bachelor's degree.
  • Must be proficient in Microsoft Excel, Outlook, Teams, PowerPoint, Power Automate, and Power BI.
  • Has practical experience in using ERP systems like Oracle or SAP.
  • Must have excellent written and oral English and Spanish communication skills.
  • Effectively provide support in a multilingual/multicultural environment.
  • Demonstrated presentation skills at different levels, both internally and externally.
  • Driven to succeed and highly motivated.
  • Can work independently with minimal supervision with strong collaborative skills.


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