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Director, Asia Pacific Customer Care

2 weeks ago

Singapore Emerson Full time

**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 in managing teams of diverse resource responsible in delivering outstanding customer experience for Measurement Solutions Product Business mainly for MRO. You will lean functional teams composed of Inside Sales Engineers, Order Management and Support team. 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 get results meeting the business units service levels goals and key performance indicator. The role will drive strong collaboration between sales office and factory order management resources working on a common goal to exceed customer expectations.

**In this Role, Your Responsibilities Will Be**:

- Serve as functional and strategic leader for the organization to institutionalize discipline speed in our Tier 0/1 transactions fulfillment and optimize efficiency of key resources without impacting how we serve our customers.
- Supervises customer satisfaction metric, understand customer needs and implementing customer-centric policies and processes to deliver personal 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 the 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 adaption of necessary tools, systems and automations that will improve the resources speed and work quality, and efficiency by working in conjunction with other functional teams.
- Keep a close partnership with Sales and Operations team to ensure customer satisfaction and retention.
- Ensures compliance of workplace safety rules, including but not limited to the usage of a personal protective equipment, if provided to you, while working; not involve in any unsafe or negligent act that may endanger peers or oneself; reporting unsafe work conditions and providing 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 are imagining future scenarios, and create strategies to sustain competitive advantage.

**For This Role, You Will Need**:

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

**Preferred Qualifications that Set You Apart**:

- MBA will have an advantage.Flexibility for extensive business travel.
**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 a **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 set up 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 wor