Role: To provide continuous high standards of customer service, minimize customer effort while maximizing the customer experience and loyalty whilst interacting with internal stakeholders and customers.
Contact with: Customers, Distributors, Sales, Supply Chain, and other functions like Services, Finance, etc.
Main tasks of job:
Manage daily customer care operations:
Daily execution of tasks and responsibilities according to company policies and procedures
Responsibilities include but are not limited to:
Order management (order entry, pro-active follow up on deliveries, returns, credit memos)
Repair and exchange requests (Plant service activities)
Field service administration and scheduling
Ensure that customer enquiries are dealt with in accordance with the performance and service standards (KPI). Deal with simple and complex issues, including complaints and enquiries.
Coordinate cross-functional effort to maximize order fulfilment performance
Drive customer focused behaviour throughout the organization
Undertake a proactive approach to possible problems & wherever possible pre-empt situations
Ensure all customer service activities support and strengthen the strategic objectives of the EMEA organization
Ensure consistent approaches, data interpretation, and results measurements are employed
Limited travel required
Represent customer care and be the voice of the customers in the organisation.
To attend regular internal meetings with key stakeholders including sales and our services organisation
Customer relationship building
Drive continuous improvement
To be proactive in identifying areas of improvement with regards to current processes/procedures and to ensure that any proposed changes are properly planned, communicated and implemented
Identify and manage customer service excellence projects to support our customers and growth plan
Internal Number: 2565619
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.