Customer Support Analyst

at  Emerson

The Emerson (A&C) Customer Support Analyst provides services to Emerson (A&C) that enable them to attract and serve customers faster, with better quality. This includes a variety of responsibilities, including but not limited to quoting, order entry, resolving customer inquiries/issues, pricing and availability, data analysis, handling of returns, export- billing - shipping documentation and license query for US & CANADA. Must have clear understanding of Global Market relate to Channel Partners, Resellers and End Users.

PREFERRED QUALIFICATIONS THAT SET YOU APART:

• Experienced working with SAP & Sales Force.

IN THIS ROLE, YOUR RESPONSIBILITIES WILL BE:

• Input orders from internal or external customers into Salesforce & SAP.
• Build, retrieve, open, and validate customer purchase orders prior to input in the Salesforce and Digital Platforms.
• Perform customer set up activities as needed to ensure accurate processing orders and delivery of goods and services.
• Build new contacts and accounts for end users or sold to/ship to accounts.
• Do password resets, licenses query like upgrades, transfers, and fix for licensing procedures.
• Support software fulfillment to ensure customer receipt of software via licensing platforms.
• Support hardware fulfillment as it relates to presenting with customers the expected shipping dates and expedited order solutions.
• Input Return Material Authorizations (RMA) from Distributors into SAP system.
• Handling daily disputes requests received from account payable team and customers for issues with payments, taxes, freight charges, incorrect address, and PO updates.
• Perform customer related financial transactions such as credit and debit memos per operating policies and procedures.
• Leading disputes issues including invoicing processes.
• Follow the warranty process validation.
• Respond to inquiries related to Expedite issues, working optimally with Planners, Manufacturing teams and District Sales Managers.
• Respond to inquiries from various businesses in a timely manner.
• Resolve multiple customers facing inquiries from various mediums such as telephones and email.
• Perform in fast paced customer centric environment.
• Navigate successfully within multiple tools, receivable systems, and internal processes to deliver accurate and in a timely manner (SAP, Salesforce, Microsoft Teams, Webex, Office Package)
• Help with other tasks assigned by Team Lead or Manager

FOR THIS ROLE, YOU WILL NEED:

• High School Diploma or equivalent experience / GED from an accredited school or institution
• Minimum Experience of 2 to 4 years in similar positions in sales support and customer service
• Demonstrate strong computer and analytical skills using the complete Office Package
• Understanding of Global Market relate to Channel Partners, Resellers and End Users.
• Strong Problem-Solving skills
• Ability to work under high demand environment.
• Collaboration
• Effective communication with customers, teammates and local or external leaders
• Good handling of time management
• Be focused, organized, and have consistency.
• Written and verbal English skills
• Autonomy and proactivity
• Multitasking abilities
• Detailed oriented