Director, Customer Care - Americas at Emerson Electric Co in Brookfield, Connecticut

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.

 If you are a customer service and project management professional looking for an opportunity to grow, Emerson has an exciting opportunity for you!   Based in our new Branson Global Headquarters in Brookfield, Connecticut, you will direct and oversee all aspects of Branson's customer care functions, from pre-order through post-sale support and services. AS DIRECTOR, CUSTOMER CARE - AMERICAS, YOU WILL: 

• Manage and direct Customer Service and Project Management teams responsible for all Branson plastic joining, metal welding, and cleaning product families.
• Establish effective and efficient department processes and procedures to ensure best-in-class customer experience.
• Coach, develop, mentor and motivate remotes teams to foster a postive, high-performance work environment.
• Conduct gap and continuous improvement analysis for department, and implement changes as required to align the organization with business objectives.
• Create and monitor project timing, project cost, on-time delivery, and customer satisfaction metrics.

• You quickly and decisively take actions in fact-changing, unpredictable situations. 
• You model collaboration across the organization.  You facilitate an open dialogue with a wide variety of contributors and stakeholders. 
• You anticipate customer needs and provide services that are beyond customer expectations. 
• You use customer insights to drive and guide the development of new offerings. 
• You use knowledge of the organizational culture to achieve objectives.
• You focus on highest priorities and set aside less critical tasks. 
• You create and implement plans that allocate resources precisely. 
• You look for obstacles and develop excellent contingency plans. 
• You pick up on the need to change personal, interpersonal, and leadership behavior quickly. 
• You separate and combine tasks into efficient and simple workflows. 
• You think about the whole system. 
• You focus efforts on continuous improvement; and have a knack for identifying and seizing opportunities for synergy and integration.

REQUIRED EDUCATION, EXPERIENCE & SKILLS:

• Bachelor of Science degree required
• Minimum 3 years' in an Industrial Manufacturing, B2B centered company required
• Strong collaboration and communication skills
• Ability to adapt to change and provide organizational direction
• Prior proven experience leading and motivating team members
• Strong analytical skills, attention to details, and results oriented
• Ability to travel up to 20% percent annually, within the United States and internationally (post COVID restrictions)

• MBA preferred
• 5+ years' in an Industrial Manufacturing, B2B centered company preferred
• Prior experience leading and motivating remote teams
• Previous experience with Oracle ERP and CRM systems
• Bilingual is a plus (English and Spanish) 

Customer Service