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Emerson Electric Asia (Ltd.)
A Fortune-500 company, St. Louis-based Emerson (www.emerson.com) is a global leader bringing together technology and engineering to support a world in action. Our 60-plus industry-leading divisions are aligned under eight (8) unique Emerson brands namely: Network Power, Process Management, Climate Technologies, Motor Technologies, Appliance Solutions, Storage Solutions, Industrial Automation and Professional Tools. These aim to deliver comprehensive customer solutions in the five business segments of electronics and telecommunications, process management, heating, ventilation and air-conditioning, and appliance and tools. Sales in fiscal year 2007 were US$22.6 billion.
Being connected; Committed; Forward-looking; High Performance; Customer-focused; Excellent...these are the attributes that define Emerson and its people today — a company at the forefront of technology and one of the world\'s best-managed companies.
For more than a century, Emerson Electric Co. has been known as the place where people bring technology and engineering together to create solutions for the benefit of customers.
As technology evolved and the needs of our customers changed, Emerson rose to the challenge to solve problems and create opportunity.
Being connected; Committed; Forward-looking; High Performance; Customer-focused; Excellent...these are the attributes that define Emerson and its people today — a company at the forefront of technology and one of the world\'s best-managed companies.
For more than a century, Emerson Electric Co. has been known as the place where people bring technology and engineering together to create solutions for the benefit of customers.
As technology evolved and the needs of our customers changed, Emerson rose to the challenge to solve problems and create opportunity.
Technical Support Representative (IRC2607)
Responsibilities:
Monitors RFQ and InfoRosemount email box throughout the day. Requests are to be processed within two business days from receipt. When a request is received in the box view the message for customer information; which will determine whom to forward the email to.
If not enough information is present, request more information from the customer. Once enough information is present:
Reviews for compliance issues (Denied Party, Embargoed/Sanctioned country), involve Compliance department when necessary.
Logs issue in Oracle-CRM on Demand with all details and forwards the email to the appropriate world area within the assigned shift. Minimum turn-around time is two business days.
Generates reports that will also be requested on monthly basis.
Collects History on customer and Purchase order.
Corresponds with customer to collect certificate via email.
Logs correspondence activity in Oracle-CRM on Demand.
Follows up with customer via email as needed for resolution.
Places online training DVD / Product Catalog material request orders via Win Wallace Website.
Enters all the necessary contact details provided by the customer in the Wallace Website.
Takes note of the sales reference number that will be given by Wallace after successfully placing the order.
Achieves a 100 percent processed/replied valid email during assigned shift for Mobrey Inquiries.
Forwards/actions sales inquiries to either internal sales or relevant distributor.
Records all enquiries in a database by relevant subject and product fields for future mail use.
Monitors Smart Wireless Field Starter Kit Request.
Forwards Smart Wireless Field Starter Kit request to Customer’s World area Divisional or Cross Divisional “first responder\".
Conducts regular spreadsheet reviews (at least daily) to locate new Smart Wireless Field Starter Kit requests
Once the request has been forwarded to the proper sales channel, update the status of the request using the Smart Pack updater.
Others
Prepares process documentation.
Participates in the continued process improvement activities and initiatives with the division and management with supervision of the Team Lead.
Other tasks the division may require in relation to the duties above.
Requirements:
Candidate must possess at least a Bachelor\'s/College Degree, any degree.
One (1) to two (2) years related experience on customer service activities and tasks is preferred but not required
MS Excel working knowledge essential.
MS PowerPoint working knowledge.
Adobe Acrobat PDF creator working knowledge.
High attention to detail.
Excellent oral and written communication skills.
Strong organizational and interpersonal skills required.
Ability to handle multiple tasks and changing priorities, manage stress and work both independently and in a team environment.
Should be able to handle fast-paced work, with multiple, conflicting priorities, in a highly detailed and high volume production environment.
Strong customer-service attitude, with a commitment to high-quality work.
Comfortable following standard work processes but also able to think and act independently as needed.
Date Posted: July 3, 2010
Closing Date: January 1, 2010
Requirements:
Education:
Candidate must possess at least a Bachelor's/College Degree, any degree.
Work Experience:
One (1) to two (2) years related experience on customer service activities and tasks is preferred but not required
Industry:
Other
Specialization:
Customer Services