Customer Care Specialist II

Industry Category	Accounting / Finance	Position	Audit & Taxation
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Quezon City	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-25	Valid Until	Long-term validity

Requirements:

Education: At least a Bachelor’s/College DegreeJob Related Experience:Must have at least two (2) years working experience in customer service, with business-to-business backgroundSpecific Knowledge:MS OfficeBusiness System Tools (e.g. Oracle, Call Management System, Avaya)Skills:Accuracy and attention to detailsWell-organized and able to multi-taskAbility to work under minimal supervisionStrong interpersonal skillsTeam PlayerExcellent communication skills

Responsibilities:

Duty 1: Order /Email Management

Records Administration

Acknowledges receipt of customer emails and purchase ordersMonitors incoming emails in common mailboxesLogs all emails and calls received on the transaction tracker

Workload Administration

Allocates requests, orders and inquiries to appropriate individuals within the teamIdentifies appropriate transaction levels/ classification and assign workload based on priorities

Duty 2: Pre-Order and Post-Order Administration

Handles incoming calls from the ACD following Call Handling ProcedureHandles assigned emails within turnaround timeChecks and verifies customer request/s, complaints and inquiriesUtilizes available resources in providing customer requests or answering customer inquiriesActs as a liaison between customers and other functional groups to complete the request (Engineering, Trade Compliance, Quality, Planning, Product Marketing, Pricing, Finance, Sales, Shipping, Production, Logistics)Expedites and escalates order/s following set guidelinesHandles complex customer issues and requestsProvides general account, product and order information to customersRecommends product alternates/substitutionFollows-up pending inquiries and requests to ensure resolutionRuns necessary reports (e.g. Drilling, Entered, Sales Rep, document and Shipping and other holds, CONFIGPNPENDING, Expedite Requests)Monitors orders with placeholder part numbers and make the necessary follow-upsProcesses shipping and billing disputesFollows Approval ThresholdsProvides support to other teams by providing customer or order informationProvides requested documentation to customersRequests credit and other billing adjustmentsServes as Point of Contact for key accounts

Duty 3: Operations Support

Creates minutes of the meeting during team discussions/huddlePerforms back-up and work load sharing activities with other team membersIdentifies risks and communicates to leads and team members and comes up with action plansCreates reports to help manage KPIsActively participates in team activities and initiativesAssists the team lead in identifying team opportunities and challenges and provide recommendations.

Continuous Improvement and Innovation

Collaborates with the team and other functional groups for process improvements, best practices, lessons learned, process and product updates during team huddles/meetings

Are you ready to join a purpose-driven, global technology, software and engineering company?A career — and future — at Emerson is grounded in and centered around our Purpose: We drive innovation that makes the world healthier, safer, smarter and more sustainable. Headquartered in St. Louis, MO with 170 locations and 86,700+ employees worldwide, Emerson is a universal brand that serves local communities across the globe. With a 130+ year history, we take pride in our past, but remain focused on our future.In the Philippines, Emerson plays a strategic role in supporting global and regional functions for the company and its customers in the fields of accounting, analytics, customer support, engineering, finance, information technology, human resources, marketing and business development, and supply chain management.Our Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.Living Our Purpose as One EmersonEvery day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation.Our Causes – Planet, Humanity, Champion, Inclusion and Future – shape, define and fuel Emerson’s culture while inspiring our innovative spirit and driving our focus.Learn more: https://www.emerson.com/en-us/about-us/living-our-purposeAwards & RecognitionEmerson is ranked among the leading companies in the United States and across the globe – but don’t just take our word for it.2022 Linkedin Top Companies in the PhilippinesDec 2021 to Dec 2022 Great Place to Work Certified™ 2021 GradPhilippines Top 100 Graduate Employers2022 Human Rights Campaign Foundation Best Places to Work for LGBTQ+ Equality2021 Women Engineer Magazine Top 50 Employers2020 Forbes Best Employers for DiversityLearn more: https://www.emerson.com/en-us/about-us/awards-recognitionBenefits at EmersonThrough our benefits, development opportunities, and an inclusive work environment, we aim to create an organization our people are proud to represent.• Competitive Wages and Benefits – We provide employees with market-competitive pay and benefits package.Allowance: food, transportation, clothingNight DifferentialLife InsurancePersonal Accident InsuranceRetirement BenefitPerfect Attendance IncentiveGuaranteed Midyear Pay• Career Development Opportunities – We help team members reach their highest potential with learning programs.• Healthcare – We offer quality healthcare coverage (medical and dental) for our team members.• Paid Leaves – Vacation, Sick, Parental, Bereavement• Tuition Reimbursement for Approved Programs – We support opportunities for employees to advance their education.• Safe Working Environment – Safety is a top priority across our global network and workplace.• Well-Being Programs – Well-Being Days, Counseling Service for team members and their family, Fund Assistance• Blended Work Benefits – Work from Home Allowance, Internet Subsidy, Workstation Set-up ReimbursementWhether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or recently received your master’s degree, you’ll find opportunities with us.Join our team and start your journey today!Visit our career site: emerson.com/en-ph/careers