ISV Customer Care & Project Coordinator
In this role, your responsibilities will be:
Communicate
Be the primary point of contact of Emerson ISV to all customers/Emerson Impact Partners in an assigned region.
Respond to all customer inquiries within 12 hours
Conduct weekly calls with Impact Partners, EPC(s) and Alternative Channel Customers to provide order updates and ensure orders are being executed to the customer request date
Clear communication internally and externally
Order Execution
Proactively manage backlog execution to deliver monthly POR shipment commitments for project orders KOB1/2 and MRO Impact Partners designated accounts
Work across multiple disciplines to ensure orders are entered, released from all holds, scheduled and executed in a timely manner
Ensure all orders are managed and have been entered correctly to ensure correct product specification, agreed delivery, certification, and documentation requirements
Prioritize order execution with planner/buyer and plant to ensure customer requirements are met
Manage Past due backlog by working with buyers and planners to ensure dates are managed as per date management standards
Reinforce Service Level Doctrine
Status Updates
Proactively manage order backlog
Assist in sales shipment forecasting
Provide Order Status to customers at every stage of the order including tracking details once order has shipped
Follow up on commitments and delivery milestones with the plant
Change Order Management
Manage Change Order and Cancellation requests
Provide support to all queries related to orders from booking to invoicing
Support Credit Return and/order Return Material Requests as and when required
Provide after sales support as necessary
Measuring
Measuring and reporting on the project performance
Monitoring progress of the project and addressing potential issues
Mentoring and Continuous Improvement
Training and mentoring of new hires
Organize & Facilitate Training Sessions
Present in planning session
Create and lead internal initiatives
Drive process improvements and corrective actions
Drives Results
Project backlog management
Sales estimates assessment
Risk and Opportunities analysis
Improve Delivery Service Level
Who you are:
Highly motivated and detail-oriented professional with over 3 years of experience in customer care and project coordination. Demonstrated success in managing end-to-end client relationships, resolving complex issues, and supporting cross-functional teams to deliver high-impact projects on time and within budget. Adept at balancing multiple priorities in dynamic environments while maintaining a strong focus on customer satisfaction and operational efficiency.
For this role, you will need:
Bachelor’s Degree in business, STEM related field or equivalent experience
+7 years similar experience in a manufacturing, operations or sales environment experience for externals and internal candidates
Preferred qualifications that set you apart:
Experience working effectively across multiple departments to deliver timely solutions and exceptional customer service.
Self-motivated, proactive, and action-oriented with the ability to take initiative and drive results independently.
Strong organizational skills with the ability to manage multiple tasks and competing priorities in a fast-paced environment.
Working knowledge of accounting administration processes and financial documentation.
Proven ability to build collaborative relationships and support cross-functional teams to achieve business objectives.
Strong problem-solving skills with a focus on efficiency, accuracy, and customer satisfaction.
Technical Knowledge Requirements:
Experience with Oracle systems is strongly preferred.
Experience working with SAP and related business applications.
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Oracle CRM.
Strong computer and systems aptitude with the ability to learn new technologies quickly.
Excellent verbal and written communication skills, including the ability to exercise tact, professionalism, and sound judgment when interacting with customers, stakeholders, and colleagues.
Strong analytical and reasoning skills with a detail-oriented approach to problem-solving and process improvement.
Job Competencies
Customer Focus
Ensures Accountability
Communicates Effectively
Optimizes Work Processes
Manages Conflict
Builds Effective Teams
Drives Results
Decision Making/Problem Solving
Our Offer To You:
We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.
This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.
Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.