Customer Service Support 3

Job Summary

In this role, you will be responsible for ensuring excellent service levels and maintaining high customer satisfaction across all assigned accounts, including full ownership of KOB3 MRO business and special KOB2 scheme orders. You will manage all aspects of the account post-booking, oversee the lifecycle of customer orders, and provide ongoing support for accounts payable and issue resolution. The position requires strong communication and coordination skills to collaborate effectively with internal and external stakeholders, ensuring seamless execution and continuous improvement of customer care processes.

In This Role, Your Responsibilities Will Be:

Communication

• Be the primary point of contact of Emerson ISV to all customers/Emerson Impact Partners in an assigned region.

• Respond to all customer inquiries within 12 hours

• Be the primary point of contact of Emerson ISV to all customers/Emerson Impact Partners in an assigned region.

• Respond to all customer inquiries within 12 hours

• Conduct weekly calls with Customers to provide order updates and ensure orders are being executed to the customer request date

• Clear communication internally and externally

Order Execution

• Proactivelymanage backlog execution to deliver monthly shipment commitments for project orders KOB2 and MRO Impact Partners designated accounts

• Work across multiple disciplines to ensure orders are entered, released from all holds, scheduled and executed in a timely manner

• Ensure all orders are managed and have been entered correctly to ensure correct product specification, agreed delivery, certification, and documentation requirements

• Prioritize order execution with planner/buyer and plant to ensure customer requirements are met

• Manage Past due backlog by working with buyers and planners to ensure dates are managed as per date management standards

• Be a point of contact for assigned factory to ensure timely escalation of critical orders

• Reinforce Service Level Doctrine

Status Updates

• Proactively manage order backlog

• Assist in sales shipment forecasting

• Provide Order Status to customers at every stage of the order including tracking details once order has shipped

• Follow up on commitments and delivery milestones with the plant

Change Order Management

• Manage Change Order and Cancellation requests

• Provide support to all queries related to orders from booking to invoicing

• Support Credit Return and/order Return Material Requests as and when required

• Provide after sales support as necessary

Measuring

• Measuring and reporting on the project performance

• Monitoring progress of the project and addressing potential issues.

Mentoring and continuous improvement

• Training and mentoring of new hires

• Organize & Facilitate Training Sessions

• Present in planning session

• Create and Lead internal initiatives

• Drive process improvements and corrective actions

Drives Results

• Project backlog management.

• Sales estimates assessment.

• Risk and Opportunities analysis.

• Improve Delivery Service Level.

Who You Are:

• Customer Focus

• Action Oriented

• Accountability

• Communicates Effectively

• Optimizes Work Processes

• Manages Conflict

• Builds Effective Teams

• Drives Result

• Decision Making/Problem Solving

For This Role, You Will Need:

Professional Degree Requirements (i.e., Engineering, Business Admin, etc.):

• Bachelor's degree in business, STEM related field or equivalent experience

Experience Requirements (Years / Type of prior responsibilities or experience / Industry, etc.):

• +3 yearssimilar experience in manufacturing, operations or sales environment experience for externals and internal candidates

Technical Knowledge Requirements:

• Effectively work across company departments to produce quick results to a customer

• Self-starting and action oriented

• Ability to multi-task and manage competing priorities

• Accounting administrative knowledge.

Traits & Skills ((i.e., Analytical capacity, computer capacity, risk taking, introversion/extroversion, confidence, reasoning):

• Experience with Oracle strongly preferred

• Experience with SAP

• Proficient computer skills including Microsoft Package and Oracle CRM

• Excellent communication skills, both oral and written, including using tact and good judgment when dealing with others.

External Stakeholders:

• Impact Partners

• Direct and Indirect Customers

• /Freight Companies

• Local and international suppliers

Internal Stakeholders:

• Functional Managers

• Regional Sales Managers

• Procurement (Planners/Buyers)

• Logistics and Trade Compliance

• Factories

• Order Entry

• Finance/Tax Teams

• Inside Sales

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that phenomenal ideas come from great teams. Our dedication to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together, are key to driving growth and delivering business results.

We recognize the importance of employee well-being. We prioritize providing competitive benefits plans, a variety of medical insurance plans, an Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation, and holiday leave.