Reporting to the Director of North America Customer Care, COE, The Customer Service Manager is responsible for leading the North American ISV Customer Care group of 15 employees at the Clay Rd Center of Excellence. The incumbent will oversee the successful execution of order entry, order management and resolution to our customers for MRO/KOB 3 orders. Additionally, the incumbent will be the key interface between our plants and sales channels for orders.
Essential Job Functions:
Team Management: Set and monitor key team metrics which include response rate to inquiries.
Drives key metrics of the customer care team including OTD, customer request date service level, promise date service level, monthly shipments and past due reduction. Ensure order entry team members are accurately entering clean orders into the ERP system. Actively coach and develop team.
Managing Orders: Ensure proactive management of MRO/KOB 3 orders with team.
Ensure all orders are managed and have been entered correctly to ensure correct product specification, agreed delivery, certification, and documentation requirements. Lead resolution of invoice issues and supervise coordination of inspection
Status Updates: Monitors order status of products at a site or multiple sites and provides reports to relevant stakeholders including customer and internal management.
Supports forecast, report and management of site level backlog execution. Follow up on commitments and delivery milestones with key stakeholders and manufacturing sites.
Change Order Management: Escalation point for complex technical and application inquiries.
Supervise entry of change order and customer inquiries. Monitor change order management process.
Minimal Job Qualifications:
BS or BA Degree, preferred. 5 or more years of experience in manufacturing or customer service. Strong dynamic leader with, preferably, 2 years of experience managing and developing a strong team.
Previous experience in demonstrating positive leadership in areas such as order entry, order management and order resolution. Demonstrates clear understanding of all tasks and processes within manufacturing. Must have demonstrated experience working effectively across a site to develop and strengthen key business relationships.
Assist in resolving tough or complex issues that are beyond regular customer care personnel. Experience with change management and driving continuous improvement activities. Ability to comprehend technical specifications.
Oracle ERP knowledge, preferred. Oracle implementation experience, a plus. Strong MS Excel skills.
Excellent analytical skills.
Excellent communication and presentation skills, required.
Builds Effective Teams
Drives Vision and Purpose
Plans and Aligns
No calls or agencies please. Emerson will only employ those who are legally authorized to work in the United States.
This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
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Emerson Electric Co.