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Customer Service Representative

3 months ago

Pune, Maharashtra, India Copeland Full time
Job Summary

If you are looking for an opportunity in Customer Service and Support, Emerson has an excellent role for you The Customer Care Executive will be primarily responsible for managing the KOB and Tier- orders by acting as an interface between Factories and Customer. This includes, but not limited to, providing timely update to customer, updating factories on customer requirements, change order management, complete logistics management including inbound and outbound shipment from Middle East and Africa.

In this Role, Your Responsibilities Will Be: Interface between the factories and sales office (LBP)/Customer for Tier KOB orders. Proactively manage the customer account and the backlog of the region assigned. Ensure all orders are entered and managed accurately by ensuring correct product specification, agreed delivery, certification, and documentation requirements. Follow up with factories for the Order acknowledgment and verify OA for the correctness of intercompany price, delivery, and technical requirements. Preparation of Sales Forecast for the Month and Quarter with % Accuracy and achieve the target. Handle all post order dispute with effective cross functional communication. Logistics: Inbound and Outbound shipment from MEA Drop shipments from factory to customer directly. Planning & Execution: Proactively engage with factories in different world areas through effective achievement planning, identifying critical path and reducing execution risk with focus on minimizing past due orders & achieving RDSL/ PDSL. Sales forecast for the month and quarter to be prepared with % accuracy reviewing the status of orders interacting with various stake holders-Factories, Customers, Freight Forwarders Work with subject matter experts to respond to customer inquiries within hours. Provide the Status and Periodic update of orders to customer/Sales Office (LBPs). Notification of any issues or delays in delivery to the Customer in a timely manner with key focus on a recovery plan. Follow the critical issue path advised and raise to the manager for any undue delays experienced. Submission of Documentation to customer for Approval/Reference wherever required. Resolution of post order disputes from customer and collection of pending payments Coordinate the Inspection activities with factories and customers wherever applicable. Logistics Handling the complete Logistics activities coordinate with various collaborators such as freight forwards, brokers, customers... for the shipment of orders following the customer PO terms and Emerson process & procedures. Inbound and Outbound shipment from JAFZA, Dubai Drop shipment of orders from factories to customers directly. Effectively coordinate with the Freight Forwards through the Emerson assigned channel and plan the shipments in advance. Manage the freight forwarder accounts and supervise the charges and payments. Provide notification & vital shipping documents to customers in order to clear cargo at destination on time to avoid demurrages. Adherence to local and International Emerson trade compliance procedures in connection with all transactions. Upon completion of the INCO term, work with Order administration team for the closure of orders with Proof of Deliveries in line with PO & Emerson CFS guidelines to avoid any risk to payment. Who You Are:

You anticipate customer needs and provide services that are beyond customer expectations. You take action quickly and critically in constantly fast paced and unexpected situations. You are an active learner who uses both success and failure as learning opportunities. You build partnerships and collaborative work to achieve target objectives set by the team.

For This Role, You Will Need: Minimum to years of experience in Logistics having exposure to Inbound, Outbound and drop shipments, from different destinations of world mainly from Europe, US, India and SEA Countries to Middle East & Africa. Detailed knowledge in Incoterms, VAT Rules and various payment terms such as LC. Experience in Oil & Gas / OEM / Valve or in any other similar Industry Ability to comprehend technical specifications. Strong customer support skills. Strong communications skills (written and verbal). Preferred Qualifications that Set You Apart: Graduate in Business related field or equivalent with minimum of to years of proven experience in customer facing role. Functional Knowledge in ERP Oracle is preferable. Expertise in developing application in Power BI Tools is an added advantage. Knowledge in JAFZA custom rules and import custom requirements in MEA Countries Our Offer To You:

By joining Emerson, you will be given the opportunity to make a difference through the work you do.

Emerson's compensation and benefits programs are designed to be competitive within the industry and local labor markets . We also offer a comprehensive medical and insurance coverage to meet the needs of our employees.

We are committed to creating a global workplace that supports diversity, equity and embraces inclusion . We welcome foreign nationals to join us through our Work Authorization Sponsorship .

We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential . We are dedicated to the ongoing development of our employees because we know that it is critical to our success as a global company.

We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work set up where our team members can take advantage of working both from home and at the office.

Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environment across our global network and facilities.

Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.

Our Commitment to Diversity, Equity & Inclusion

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

This philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.

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