RESPONSABILITIES

• Supervise and delegate work to customer service representatives; act as point of escalation within the group.

• Administer Change Order work flow and coordinate holds, pricing adjustments, construction changes, etc. with factory and Order Management.

• Drive timely responses to Support Requests by engaging all responsible parties to report a timeline, root cause, and corrective actions.

• Provide excellent customer service by expediting orders as needed to meet customer requirements.

• Give documented training and development to direct reports and other team members.

• Deliver timely and accurate communication to both internal and external customers.

• Provide leadership and promote teamwork within the organization.

• Assist in the development and administration of Sales’ policies.

• Resolve customer issues by evaluating all possible actions and using discretion and independent judgment to ensure the Company’s are met while ultimately providing customer satisfaction.

• This role will be responsible for 3-4 direct reports; their growth, measuring of effectiveness, keeping of metrics, and ensuring sales channel is properly supported.

• They will be a point of escallation on customer urgencies, and will actively engage with other functional groups to prioritize orders.

• Responsible for promoting the corporate image (preparation and technical presentations, participate in trade exhibitions and customer development / relationship with the plant).

• Participate in inter and intra departmental activities and the development of new products, internal systems, procedures and assessments, problem analysis on products, new sales.

• Responsible to participate and meet the training programs.

• Actively participation on cost reduction.

• Comply with health and safety internal rules and all procedures and regulations.

• Execute all tasks requested by his or her immediate boss.

EXPERIENCE AND SKILLS:

• Bachelor Degree (Master Degree is a plus)

• At least 7 years of experience in Customer Service or order management experience in a manufacturing environment

• Bilingual (English 90%)

• Ability to anticipate customer needs and diffuse tense interactions with calm and tact.

• Ability to project a positive and professional image on behalf of the organization.

• Ability to handle multiple tasks and / or changing priorities.

• Strong negotiation and interpersonal skills.

• Excellent communication skills.

Requisition ID : 23009389

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.