Customer Support Specialist

7 months ago

Eagle Farm, Australia Emerson Full time

A Customer Support Specialist acts as an intermediary between the company and the Customer to meet the Customer’s need for information, support, and reports. The Liaison Specialist helps the company understand the customer’s needs, expectations or difficulties.

**Key Responsibilities**:

- Act as a trusted advisor to customers, taking ownership of Tier 0 (Basic) & 1 (Intermediate) orders through to delivery
- Interface between the Operational Plant and the Sales Office/Local Business Partners (LBP’s) for order status updates
- Proactive notification/liaison with Customers on potential delays in delivery
- Manage and maintain local ERP system with timely system date adjustments and updates
- Maintain high-level professional communication skills, delivering an exemplary level of Customer Service
- Effectively utilise all business systems and reporting tools to aid Customer communications, demonstrating a working knowledge of each:
- SAP ERP System
- CRM
- Backlog reports
- Assists in troubleshooting and resolving problems.
- Liaise and collaborate with Operational Plant production/purchasing teams for Order prioritization and execution.
- Provide monthly Sales Backlog forecasting for the assigned Orders for site consolidation roll up to Finance
- Manage customer delivery requests via CRM tasks within the established Service Level Agreement (SLA)
- Resolve problems regarding incorrect orders or supply of stock and raise credit requests where applicable.
- Co-ordinate shipments between factories, freight forwarders, Emerson sites and customers.
- Escalation/Coaching for Branch Administrators and Manila Back Office Support Team.
- Work closely with Operations Manager/Factories to ensure Shipment Numbers are met
- Maximize RDSL (Request Date Service Levels) for designated orders
- Other duties as directed

**_Education, Knowledge and Experience _**
- Extensive experience of working in a busy Customer Service role
- Experience working with business platforms (i.e. Oracle and CRM), looking for opportunities where the systems could improve business effectiveness and Customer Service
- Proven record of displaying excellent Customer Service

**Skills and Abilities**:

- Professional communication skills (Verbal and written)
- Microsoft Office computer skills
- Exceptionally well organised and can attend to multiple tasks at once.
- Possesses patience and maturity
- Ability to prioritise effectively
- Remain calm under pressure
- Displays a sense of urgency
- Flexible
- Excellent attention to detail.
- Demonstrate excellent interpersonal skills.
- Problem solving skills

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