Emerson Electric Co Job - 30993917 | CareerArc
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Company: Emerson Electric Co
Location: Quezon City, NCR, Philippines
Career Level: Associate
Industries: Manufacturing, Engineering, Aerospace

Description

At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher. As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure. Emerson, a Fortune 500 company with $15.3 billion in sales and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers. Whether you're an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you'll find a variety of opportunities at Emerson. Join our team and start your journey today.Description

Representative 2, Canada CS, will be responsible in timely and accurate processing of purchase orders and handling of order/customer related issues. This role is primarily responsible in ensuring and maintaining high level of customer service by taking ownership of customer inquiries and handling orders from receipt to closure of sales.


Responsibilities

Duty 1: Order /Email Management

Records Administration
  • Acknowledges receipt of customer emails and purchase orders

  • Monitors incoming emails in common mailboxes

  • Logs all emails and calls received on the transaction tracker

Order Entry
  • Validates and checks the completeness of purchase order requirements

  • Enters purchase orders into Business System within appropriate turnaround time

  • Sends order acknowledgement to customer and Sales Representative

  • Handles more complex orders such as ETO, project and export orders

  • Verifies unclear information on PO with the customer

  • Informs customer about order issues and provide options in addressing them

  • Seeks approval for entry of large orders

  • Asks customer to provide complete details/specifications/requirements for item completion

  • Applies necessary holds on orders
  • Updates orders with other customer requirements

  • Cancels items/orders based on cancelation policy

  • Modifies orders as necessary
  • Coordinates with different functional groups to complete customer request and specifications

  • Screens and monitors Denied Party list thru Amber Road

Duty 2: Pre-Order and Post-Order Administration

  • Handles incoming calls from the ACD following Call Handling Procedure
  • Handles assigned emails within turnaround time
  • Checks and verifies customer request/s, complaints and inquiries
  • Utilize available resources in providing customer requests or answering customer inquiries
  • Acts as a liaison between customers and other functional groups to complete the request (Engineering, Trade Compliance, Quality, Planning, Product Marketing, Pricing, Finance, Sales, Shipping, Production, Logistics)
  • Expedites and escalates order/s following set guidelines
  • Handles complex customer issues and requests
  • Provides general account, product and order information to customers
  • Recommends product alternates/substitution
  • Follow-ups pending inquiries and requests to ensure resolution
  • Runs necessary reports (e.g. Drilling, Entered, Sales Rep, Document and Shipping and other holds, CONFIGPNPENDING, Expedite Requests)
  • Monitors orders with placeholder part numbers and make the necessary follow-ups
  • Processes shipping and billing disputes
  • Follows Approval Thresholds
  • Provide support to other teams by providing customer or order information
  • Provides requested documentation to customers
  • Requests credit and other billing adjustments
  • Serves as Point of Contact for key accounts
Duty 3: Operations Support
  • Facilitates daily stand-up meetings
  • Creates minutes of the meeting during team discussions/huddle
  • Performs back-up and work load sharing activities with other team members
  • Identifies risks and communicate to leads and team members and comes up with action plans
  • Actively participates in team activities and initiatives
  • Assists the team lead in identifying team opportunities and challenges and provide recommendations.

Quality
  • Performs Quality audit of daily orders processed through random sampling
Training and Development
  • Trains and assists new employees on Customer Care function

Continuous Improvement and Innovation
  • Collaborates with the team and other functional groups for process improvements, best practices, lessons learned, process and product updates during team huddles/meetings
Education:

At least a Bachelor's/College Degree


Job Related Experience:

Must have 1 year working experience in customer service and order management doing data entry, customer service/administration


Specific Knowledge:

  • Oracle system
  • Knowledge about electrical and lighting products

Skills
  • Accuracy and attention to detail
  • Well organized and able to multi-task
  • Ability to work under minimal supervision
  • Strong Interpersonal skills
  • Team player
  • Good communication skills
  • Can handle stress and work in a very fast-paced environment



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