Director, Asia Pacific Customer Care - MRO

Job Summary

Are you a Customer Care professional with a passion to deliver exceptional customer experience? Emerson has a great opportunity for you! As Director for Asia Pacific Customer Care, you are responsible for managing teams of diverse resources responsible for delivering outstanding customer experience for Measurement Solutions Product Business, mainly for MRO. You will lead functional teams composed of Inside Sales Engineers, Order Management, and Support teams. This job involves developing and implementing strategic objectives to deliver the required speed for our MRO quote to cash fulfillment process, evaluating and addressing customer feedback, and achieving results that meet the business unit's service level goals and key performance indicators. The role will drive strong collaboration between the sales office and factory order management resources, working towards a common goal to exceed customer expectations.

In this Role, Your Responsibilities Will Be:

• Provide leadership to Measurement Solution Product Customer Care teams in Asia Pacific. Group activities include proposal support activities for MRO products, technical and application support, trade compliance, and order management.
• Serve as functional and strategic leader for the organization to institutionalize disciplined speed in our Tier 0/1 transactions fulfillment and optimize efficiency of key resources without impacting customer service.
• Supervise customer satisfaction metrics, understand customer needs, and implement customer-centric policies and processes to deliver personalized customer interactions.
• Oversee commercial activities between sales offices and factories, especially those located in Asia Pacific, and effectively improve the process towards a common customer experience.
• Develop customer care strategies that will support organizational priorities, especially in areas of growing base business and optimizing resource cost and efficiency.
• Manage shared service resources support and services located in various AP locations, ensuring alignment toward business objectives and priorities.
• Drive improvement in MRO fulfillment process through the creation, support, and leadership of interdisciplinary continuous improvement activities within the functional team or across Asia/Global functional teams.
• Lead the hiring, training, and development of Customer Support personnel to achieve expected customer service levels.
• Drive adaptation of necessary tools, systems, and automations that will improve resource speed, work quality, and efficiency by collaborating with other functional teams.
• Maintain a close partnership with Sales and Operations teams to ensure customer satisfaction and retention.
• Ensure compliance with workplace safety rules, including but not limited to the usage of personal protective equipment, while working; avoid unsafe or negligent acts that may endanger peers or oneself; report unsafe work conditions and provide suggestions to improve safety/health at work, as needed.

Who You Are:

You communicate the vision with a sense of purpose about the future. You find and champion the best creative ideas and actively move them into implementation. You identify and supervise key financial indicators to gauge performance, identify trends, and suggest strategies that can impact results. You demonstrate each team member’s outstanding background to achieve team goals. You see the big picture, constantly imagining future scenarios, and create strategies to sustain competitive advantage.

For This Role, You Will Need:

• Degree or equivalent experience in Engineering, Business, or a related field.
• At least 10 years of experience in a role centered around customer support.
• Good managerial skills in leading, organizing, planning, and inspiring others.
• Effective oral and written communication skills.

Preferred Qualifications that Set You Apart:

• An MBA will have an advantage.
• Flexibility for extensive business travel.

Please submit your application on or before 21 January 2025.

Our Offer To You:

By joining Emerson, you will be given 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 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. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.