Responsible for the oversight of the International Center of Excellence Customer Service Team to ensure service levels are maintained at a standard not less than excellent while working within company budgets and to company policy.
Responsible for all supervisory aspects of the team and individual CSR’s within the team.
Primary Duties and Responsibilities :
Liaison between Emerson and Customer
Subject Matter Expert and first go-to for CSR’s within the team
Demand Management (MRP analysis)
Handle major incidents that cannot be resolved by the representatives; first point of customer escalations and resulting investigations and problem solving
Customer communications as relevant
Oversight of team operations; problem identification and problem solving; productivity and service enhancements.
Project leadership as relevant
Input to department policy to upper department management
Provide directional leadership, coaching and mentoring to individual team members
Performance appraisals and annual objectives setting within the team
Hire, train and terminate CSR’s
Drive results with key metrics like OTD, Order Entry and Ack, RGA resolution, Same day responses, Credits, Risk assessments, Sales monitoring, Trade Compliance monitoring
Ensure performance and maintenance of ISO Manuals and Procedures
Ensure 100% compliance for paper and electronic information based in Record Retention policy
Ensure Job Descriptions, Training plans, Desk profile and E-mail delegations updated
Notify any suspect or violation of Trade Compliance rules with the ITC Gatekeeper of your department or group
Handle customer accounts
Requirements Education : Bachelor's Degree in International Business or Logistics & Trade ComplianceExperience : 3-5 years supervisory experience.
Minimum 5 years International Customer Service experienceSkills : Must be a self-motivated leader, have good people skills and be comfortable working with all levels of people inside and outside the organization.
Must be detail oriented and possess strong organizational skills.Proficiency in Oracle, MicrosoftOffice. Manufacturing and Refrigeration and Air Conditioning industry desireable.
Language : Strong English skills. Travel requirements 20% -30%