Customer Service Executive

If you are a CUSTOMER SERVICE professional looking for an opportunity to grow, Emerson has an exciting opportunity for you! Based in our Nilai, Negeri Sembilan location; you will need to plan and coordinate customer orders to ensure execution according to customer requirements and meet the requested delivery, working with respective stakeholders to expedite any holds that will impact the schedule. Join our growing team!

In this Role, Your Responsibilities Will Be:

• Achieve shipment targets set for each month.
• Acknowledge customer e-mails within the day and respond with answers within 1 working day.
• Return calls to customers if unable to pick up timely.
• Attend to customer queries/complaints on order and delivery status.
• Collaborate with all departments to ensure timely information flow to customers.
• Coordinate with customers on third-party inspection dates.
• Liaise with MPS, Planning, Buyers, QA, and Logistics for scheduling & shipment to meet customer requirements.
• Work with customers on commercial or related issues like export license applications, credit, Letter of Credit, TT before shipment, and shipping instructions.
• Review customer orders and ensure the right requested delivery date for order scheduling planning.
• Resolve any customer order delivery conflicts (shorter lead time or supplier long lead items or change orders) within the company and customer.
• Monitor & keep track of the order's progress. Communicate to customers if there’s any delay in the delivery schedule and explore alternatives for service recovery.
• Plan the 3rd party inspection with the internal 3rd party team and inform customers of the inspection schedule.
• Verify penalty claims from customers and submit for approval.
• Negotiate split shipments with customers for orders with large quantities.
• Coordinate internally and externally on any customer visits.
• Understand KPIs that are not meeting targets and look for opportunities for improvement.
• Provide suggestions, ideas, and improvement areas that will help on company KPIs.
• Ensure safety compliance and work on improvements whenever there’s any potential hazard identified.

Who You Are:

You show a tremendous amount of initiative in tough situations; are outstanding at spotting and seizing opportunities. You build immediate rapport, even when facing difficult or tense situations. You actively listen and check for understanding. You continually scan the environment for technological breakthroughs.

For This Role, You Will Need:

• Minimum 2 years related working experience in a manufacturing environment.
• Excellent in using Microsoft Excel; Power BI and Power Query will be an advantage.

Preferred Qualifications that Set You Apart:

• Degree in any field.
• Well-organized, motivated individual capable of exercising judgment in duties.
• Positive attitude towards changes and challenges. Able to work under pressure.
• Aim for results and able to work independently.
• Good communication and interpersonal skills, capable of collaborating with people at all levels and attending to customer queries tactfully and effectively.

Our Offer to You:

By joining Emerson, you will have the opportunity to make a difference through the work you do.

Emerson's compensation and benefits programs are designed to be competitive within the industry and local labor markets. We also offer comprehensive medical and insurance coverage to meet the needs of our employees.

We are committed to creating a global workplace that supports diversity, equity, and embraces inclusion. We welcome foreign nationals to join us through our Work Authorization Sponsorship.

We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential. We are dedicated to the ongoing development of our employees because we know that it is critical to our success as a global company.

We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work setup where our team members can take advantage of working both from home and at the office.

Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environment across our global network and facilities.

Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.

Our Commitment to Diversity, Equity & Inclusion:

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 thought, inspiring innovation and bringing 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.

WHY EMERSON:

Our Commitment to Our People: At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.