North America Customer Care Expert

5 days ago


Mandaluyong City, National Capital Region, Philippines City of Shakopee, MN Full time

Mandaluyong, National Capital Region, Philippines is home to Emerson's customer service team.

About the Role

As a Specialist II, North America Customer Care, you will be responsible for timely and accurate handling of orders and customer issues. You will ensure and maintain a high level of customer service by taking ownership of customer inquiries and handling pre- and post-order-related requests.

Your responsibilities will include monitoring incoming emails, allocating requests, and assigning emails within the turnaround time. You will also act as a liaison between customers and other functional groups to complete requests in Engineering, Trade Compliance, Quality, Planning, Product Marketing, Pricing, Finance, Sales, Shipping, Production, and Logistics.

You will provide general account, product, and order information and recommend product alternates and substitutions to customers. Additionally, you will process shipping and billing disputes, request credit, and provide requested documentation to customers.

Key Responsibilities:

  • Monitor incoming emails and acknowledge receipt of customer emails and purchase orders.
  • Allocate requests, orders, and inquiries to the appropriate individuals within the team.
  • Handle incoming calls from the ACD following the Call Handling Procedure and assign emails within the turnaround time.
  • Act as a liaison between customers and other functional groups to complete requests.
  • Provide general account, product, and order information and recommend product alternates and substitutions to customers.
  • Process shipping and billing disputes, request credit, and provide requested documentation to customers.

Requirements:

  • Bachelor's degree in any 4-year course.
  • 2 years of relevant experience in customer service, preferably with a business-to-business background.
  • Specific knowledge of Business System tools such as Oracle, CRM Fusion, and Genesys Purecloud.


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