Customer Experience Manager

Emerson Electric - Marshalltown, IA

Full-time

Marshalltown, IA

Electrical Equipment, Appliance, and Component Manufacturing

About the position

A positive Customer, Sales Channel, and Service Provider experience post-sale is critical to maintaining the Fisher “brand promise” of safety and reliability, competitive differentiation, and customer loyalty! The Customer Advocate role is responsible for implementation and management of the America's Customer Service Request (SR) process covering Product Warranty and Sales Goodwill claims. This role must place strong emphasis on ensuring a world-class Customer Experience! As a critical component of the After-Sales experience, the successful candidate will develop strong working relationships with the Flow Controls' Customer Support Network (CSN) Team, Business Unit personnel, Emerson Impact Partners, and World-class Service Providers (PSPs). This role is vital to driving thorough and timely resolution for customer after-sales issues and reimbursement of warranty claims and goodwill repair work to the PSP network. In this Role, Your Responsibilities Will Be: Actively manage unique, sophisticated, & urgent North America Customer Service Requests to ensure timely resolution of customer issues. Guide SR process participants on submission, documentation, and reporting practices and requirements. Support the CSN, sales, and service channels in end-user customer communications, as required. Focus on speed of resolution for the customer and reimbursement to the PSP Network across the Flow Controls organization while ensuring thorough root cause analysis will be completed for both Warranty and Goodwill issues. Ensure clear and efficient processes for handling warranty for product shipped out of other world areas, including responsibilities and DOA if installed in the Americas. Identify, define, and drive improvements to the SR process and implement new standards of practice to drive consistency and expediency. Ensure SR Process roles and responsibilities are clearly defined and trained across Flow Controls organizations, Impact Partners, and PSPs. Ensure awareness of warranty claims to appropriate leaders with responsibility over the functional area associated to the warranty or goodwill claims (Sales, Engineering, Operations, Service, Quality, and Finance). Approve warranty resolution costs within granted level of Delegation Of Authority (DOA) and ensure requests for approval are communicated clearly and concisely with summarization of findings, proposed resolution, and costs. Ensure all functional department's are kept informed of warranty claims and potential financial impact for accrual planning, as well as actual costs and performance metrics.

Responsibilities

• Actively manage unique, sophisticated, & urgent North America Customer Service Requests to ensure timely resolution of customer issues.
• Guide SR process participants on submission, documentation, and reporting practices and requirements.
• Support the CSN, sales, and service channels in end-user customer communications, as required.
• Focus on speed of resolution for the customer and reimbursement to the PSP Network across the Flow Controls organization while ensuring thorough root cause analysis will be completed for both Warranty and Goodwill issues.
• Ensure clear and efficient processes for handling warranty for product shipped out of other world areas, including responsibilities and DOA if installed in the Americas.
• Identify, define, and drive improvements to the SR process and implement new standards of practice to drive consistency and expediency.
• Ensure SR Process roles and responsibilities are clearly defined and trained across Flow Controls organizations, Impact Partners, and PSPs.
• Ensure awareness of warranty claims to appropriate leaders with responsibility over the functional area associated to the warranty or goodwill claims (Sales, Engineering, Operations, Service, Quality, and Finance).
• Approve warranty resolution costs within granted level of Delegation Of Authority (DOA) and ensure requests for approval are communicated clearly and concisely with summarization of findings, proposed resolution, and costs.
• Ensure all functional department's are kept informed of warranty claims and potential financial impact for accrual planning, as well as actual costs and performance metrics.

Requirements

• Two year degree is preferred with 5 years of combined experience in customer-facing role such as service, project management, or sales, and technical experience or an equivalent combination of education and experience.
• Ability to optimally apply interpersonal skills to establish and maintain effective working relationships through cross-departmental collaboration.
• Effective written and verbal communication and interpersonal skills with a strong customer focus.
• Proficient with Microsoft Office suite products.
• Demonstrated ability to learn proprietary systems and tools.

Nice-to-haves

• Experience with Control Valve products preferred.
• Self-motivated and able to thrive in matrixed team and highly autonomous settings.
• Attention to detail, time management, and the ability to manage multiple priorities with minimal oversight.
• Structured problem-solving techniques and tools.
• Earns trust through demonstrated knowledge, integrity, engagement, and motivation.
• Knowledge of service industry and repair processes preferred.
• Experience with commercial terms and conditions preferred.

Benefits

• A variety of medical insurance plans, with dental and vision coverage.
• Employee Assistance Program.
• 401(k).
• Tuition reimbursement.
• Employee resource groups.
• Recognition programs.
• Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.