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Global Customer Care Leader 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.

Role Summary/Purpose 

 

This position will lead the Global Order Services & Deal Support teams consisting of order entry, quoting and customer care for several Emerson businesses. The operation includes ~220 regional team members aligned to regional commercial teams. Key metrics include SLA’s supporting quoting, order entry and customer care case resolution.

  

Essential Responsibilities  


  • Key deliverables of the role will be to expand footprint and penetration of services, drive quality/SLAs and liquidations. 


  • Responsible for managing multiple Service solutions teams supporting multiple Emerson businesses 


  • Ensures service delivery cost quality speed meets or exceeds customer expectations and are uniform across all business regions served.  


  • Drives operational excellence leveraging among others: LEAN, CAP knowledge management / training excellence, best practice sharing, priority and goal setting, project management, IT infrastructure (enhancement), digitization, accurate process documentation, communication best practices, coaching, always observing compliance guidelines 


  • Developing and maintaining global process standards, metrics, policies, and definitions. Drives his/her teams to adopt and follow global process standards. Steps in if establishment of standards is needed. 


  • Responsible for developing analytics and regular reporting to our internal subscribers 


  • Monitor and report operational performance in the agreed frequency 


  • Ensure all process standards are properly documented in the Standard Operating Procedure 


  • Drive compliance within processes and ensure process controls are in place as appropriate 


  • Partner with commercial leadership to establish the vision, develop parameters, and communicate to the organization the standards 


  • Develop and execute service innovation expansion - drive a strong pipeline of innovation, technology and productivity projects across the global processes (i.e. robotics, streamline technology, integration, analytics) 


  • Work upstream and 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 


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


  • Be a single point of operational contact for the businesses, to respond to customer needs at market speed and address any delivery quality issues 


  • Work with business to understand their outcome goals and adjust/ create services solutions to help them achieve 


  • Plan and own costs and liquidations on a quarterly.


Qualifications/Requirements 

  • Location: Cincinnati


  • Bachelor’s degree or equivalent profession work experience 


  • experience in Commercial Operations / Sales /Sales Support or Operations/ shared service center or customer service in an multinational environment 


  • strong people management skills 


  • Fluency in English 


  • Experience in multiple businesses, Service Operations and/or Global roles


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.

 If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to idisability.administrator@emerson.com.

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