Customer Service Associate

Job Description

The Customer Service Associate is responsible for interfacing with customers, suppliers, Local Business Partners and factories in functional areas such as providing order status updates, expediting of orders and updating of the Delivery schedule. They are responsible for customer satisfaction and on-time delivery. Must be able to handle all customer queries related to Orders, for the Business Unit.

The Customer Service Associate is responsible for maintaining the flow of communication to internal and external customers. The Customer Service Associate will oversee the order progress, recovery actions and risk mitigation plans when necessary. They will work closely with all internal functions of the Plant to recover the most reliable information to convey to customer. The Customer Service Associate will assist the customer in any requests and will ensure that the voice of customer is heard across all functions.

Your role responsibilities will include, but not be limited to, the following:

  • Responsible for interfacing with customers – both internal and external.
  • Ensures timely update is given to customers on the status/progress of orders adhering to the Global Communication Standard.
  • Perform regular monitoring and follow up on all orders especially those of principal partners, for shutdown and critical requirements.
  • Interface and communicate with various world areas factories’ Customer Service team (11 Factories for Fisher). Proper monitoring of all buy-out orders with the respective factory team in other world area and update customers on the delivery status.
  • Follow up on all orders from order entry until shipping and expedite it with respective team if there is any delay or hold points in the order flow.
  • Timely monitoring with planners on BOM procurement and expedites orders that are falling behind schedules.
  • Close monitoring of all orders with critical nature (Shutdown/ Liquidated Damages/Pre-committed orders/Other Urgent requirements) and regular updates to customers on the order progress.
  • Generates weekly order status update reports for Local Business Partners.
  • Maintains periodic files for orders with Inspection and Production schedule for easy reference and timely submission of production schedule to customer.
  • Access & work on JDI, ORACLE FUSION, Flex systems to obtain and update details of orders and shipment schedules.
  • Obtain Docs in Code-A for Third Party Inspections from Local Business Partners or Customers. Coordinate for smooth handling of Third-Party Inspections.
  • Ensure adherence to local and international Emerson Trade Compliance procedures in connection with all transactions and business practices.
  • Manages and follow up daily emails and telephone traffic related to customer service, ensuring unparalleled service is imparted at all times.
  • Assist the Shipping team at the Plant to follow up with customers/Local Business Partners for all Finished Goods orders to achieve POR (Presidential Order Report).
  • Preparation of Data Dossiers for BP Angola orders and submission for shipment approvals.
  • Follow up on orders with Export license with order admin to avoid last minute delays in shipping.

What do I need to be considered for this role?

  • 1-2 years experience in Customer Service
  • Any bachelor’s degree

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