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Customer Care Team Leader - Americas at Emerson Electric Co

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Cincinnati, Ohio

Job 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.



This position will be the team leader for the Emerson (A&C) Customer Care Team consisting of order entry, sales support, quoting and customer care for the Charlottesville Emerson (A&C) plant. The operation includes leading the Cincinnati and Monterrey Customer Care teams for Emerson (A&C) in their day to day activities and priorities. Emerson is an innovative business that requires innovative solutions to traditional services and exceptional customer service and quality.



  • Service delivery quality - ensure SLA’s, unit costs and delivery quality are meeting customer expectations. Work collaboratively with Customer Order Fulfillment Manager to ensure SLA’s and delivery quality are of the highest standards.

  • Work upstream & downstream to link process handoffs and where possible remove and enable a more simplistic process, ensuring consistency in outcomes delivery to the business around timeliness, cash and customer experience

  • Drive operating mechanism to ensure appropriate levels of oversight and timely actions plans of service processes

  • Be a point of operational contact for the GEP A&C business, to respond to customer needs

  • Work with Customer Order and Fulfillment Manager to understand the outcome goals and adjust/ create service SLA or quality solutions to achieve


  • Bachelor’s degree or above

  • Prior Commercial experience

  • Prior Customer Care/Service experience

  • Fluent English

Desired Characteristics

  • Discipline and execution mind-set

  • Ability to drive process improvements in a fast-paced environment

  • Customer focused mindset with proven ability to respond quickly to internal and external

  • Ability to energize, develop and build rapport in matrix organization

  • Proven coordination and influencing skills

Work Authorization

No calls or agencies please. Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

 Equal Opportunity Employer

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.

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