Support Administrator
(National Capital Reg)

Responsibilities:

* Primary support contact for Field Service Offices, Local Business Partners, Distribution Centers, and other Support Group within the Supply Chain.
* Receive and respond to inquiries within agreed service levels; with a high sense of urgency and customer focus.
* Perform accurate and timely order entry into JDE system to allow effective performance to customer requirements.
* Assures all order details are accurate and in conformance with the customer needs and factory capabilities.
* Establish and ensure long-term business relationships with the assigned customers through pro-active account management.
* Prepare accurate and timely reports for performance efficiency analysis.
* Provide back-up coverage for the other administrators and when required.
* May provide training and work direction for other support administrators.
* Cross-train in other team member’s functions to ensure effective cover system.
* Regularly conduct process training and product updates to FSOs and LBPs via WebEx or Conference Calls.
* Coordinate with Team Leader on any updates/insufficiencies that may need urgent attention.
* Performs other tasks and responsibilities as may be assigned.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree for this position.
* At Least 2 years experience in Customer Service or Account Information Management.
* Knowledgeable with MS Office applications & various database.
* Excellent communication skills.
* Excellent decision making skills.
* Keen to detail.
* Willing to work on a changing schedule, including the night-shift.
* Applicants should be Filipino citizens or hold relevant residence status.

Emerson Manila Shared Services
Corporate Human Resources
Tel: 479-5211

Company Name :
Emerson Electric Asia Ltd. ROHQ
Industry :
Electrical & Electronics
Type of Company :
Private Limited Company, Local Based Company
Location :
4th floor, San Miguel Properties Center (SMPC), # 7, St. Francis Avenue Mandaluyong -

Collections Specialist
(National Capital Reg)

Responsibilities:

* This person shall be responsible to build and establish long-term business-to-business relationships with Emerson’s customer through excellent customer service and account management; Improve Days Sales Outstanding (DSO) by providing timely accounts receivable collection and faster, more accurate dispute resolution and Provide solution to customers’ problems by working with Emerson divisions.

* To provide excellent credit and collection activities to Emerson’s customers by:

o High level of communications

o Timely follow-up on aging accounts for post collection

o Timely pre-due date courtesy calls for pre collection

o Provide accurate information

o Proactive assistance

o Proper, accurate, and timely information processing

* Utilizes knowledge and system resources to walkthrough customers and verify symptoms and issues.

* Maintains and admnisters customer account database through system tool.

* Ensure required information is entered into central database pertaining to customer issues or requests.

* Individual transaction management based on client agreement.

* Escalates technical or non-technical problems that are unable to be resolved on the spot to proper escalation channel.

* Flags up personal training requirements to immediate supervisor.

* Adheres to support workflow to achieve Service level Agreement.

* Performs other duties as may be assigned.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.

* Finance or Accounting graduate preferred.

* Any call Center or Office Work Experience, with or without Credit and Collections experience.

* Willing to work on US or Europe hours regularly.

* Willing to work on different shifts.

* Willing to work on Philippine and US Holidays.

* Listens actively and effectively.

* Proactively provides feedback to team leader and account managers.

* Motivates and reinforces teamwork.

* Solicits the input and involvement of others.

* Open to improvement plans and changes.

* Understands all aspects of the program supported.

* Portrays a professional image to the client and team.

* Proficient in MS Excel and Word.

* Ability to work in a team environment.

* Ability to work independently with minimal supervision.

* Excellent written and verbal communication skills (ENGLISH).

* Ability to work in an international and cuturally diverse organization.

* A good teamplayer.

Emerson Manila Shared Services
Corporate Human Resources
Tel: 479-5211

Customer Service Representative (Code: TK)
(National Capital Reg)

Responsibilities:

* Order Entry (Fax, Phone , E-mail and through CRM Tool) – accurately and timely enters orders in the system, checks if add-ons is possible, makes cancellations, logs rebates, informs customers of illegal drop shipments, informs customers of drop ship fee.

* Pricing and Availability (Fax, Phone , E-mail and through CRM Tool) -  provides pricing and availability depending on the price code of each account, information with material planners on availability of item and when items will be available.

* Order Status (Fax, Phone , E-mail and through CRM Tool) – provides lead time of orders, freight charges, tracking numbers, and lead time of back orders, works with logistics staff on expending orders.

* Estimated Freight Charges (Fax, Phone and E-mail) – provides estimated charges for ground and truck orders.

* Technical Questions (Fax, Phone and E-mail) – provides product features and benefits for both obsolete and current models, product information, product installation, product fit-up, part numbers, troubleshooting and other product applications.

* Service Tickets (Fax, Phone , E-mail and through CRM Tool) – gathers pertinent data, files exception reports, return goods authorization, incident reports, and performs follow-ups.

* Distributor Referrals (Phone) – refers end-users to nearest distributor in end-users’ area.

* New Distributor Set-up (Phone) – assists end-users in registering their products in the company web site.

* Document Assistance (Phone, Fax and Email) – provides regional sales managers, sales representatives distributors and end-users documents such as order confirmation, invoice copies, credit memos bill of lading, product information, marketing collaterals, proof of delivery, etc.

* Provides information to customers about marketing promotions and enforces/ supports applies promotions (Phone and Email).

* Other customer service support (Phone and Email – complaints about products product ideas, from callers, HR concerns checking of credits, provides information about company policies and procedures and all other questions or concerns that customers call about.

* CSAT (Phone) – CSRs are responsible for gathering email addresses and phone number for CSAT surveys.

* Outbound Calls

o Information Verification – order sent via fax or email; product information from suppliers.

o Follow-ups – RSMs, sales representatives, distributors, end-users and division contacts in US and Philippines.

o RGAs – scheduling pick-ups with Fedex national for orders that need to be shipped back to Knaack.

o Data Tracking – logs all transactions in the excel tracker.

* Fleet Bid Process

o Sets forth Knaack LLC policy on exceptions to the current terms and conditions policy on Fleet Bid Incentive Pricing.

o Provides quotes for upcoming projects for fleet services.

o Determines prices for the bid using excel tool and provides needed documentation to sales representatives and RSMs.

o ArchiveArchives fleet bid files in respective folders.

* Special Accounts

o Each CSR have special accounts dedicated to them. They are responsible (main contacts) in providing all customer service functions and beyond in order to service the needs of those specific accounts.

o Correspondence are done through phone, email or fax.

* KIP Solutions

o Responsible in building the knowledge database in the CRM tool by submitting valid solutions to any questions or concerns about the products and processes of Knaack.

* CSRs are also responsible in helping train incoming CSRs.

* Other duties or projects assigned by Team Leader, Customer Service Supervisor, Account Manager, and POC.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree in Engineering or management.

* 1-2 years Customer Service or Sales/Marketing background is an advantage.

* Must have excellent work ethic.

* Must have good attendance record.

* Must have call center experience.

* Must have technical orientation – preferably engineering graduate.

* Must be detail oriented.

* Must be skilled in Muti-tasking.

* Excellent written and spoken English skills.

* Working knowledge in MS Office applications.

* Personable, people-oriented, persuasive and self-confident.

* Ability to work independently and efficiently with minimal supervision.

Emerson Manila Shared Services
Corporate Human Resources
Tel: 479-5211