This position is the primary point of contact for all customer complaints for the EMEA region and will drive resolution by partnering with the customer, sales and other internal stakeholders.
Qualified candidates will display passion for and responsibility to the customer, possess a strong desire to complete tasks, and be innovative and decisive with an ability to drive change through influence of others and the ability to foster teamwork and engagement quickly.
They will be responsible for creating metrics around the customer centric culture as well as build a foundation for the voice of customer program.
Partner with sales and customers to understand the issue
Partner with appropriate business unit representatives regionally and globally to investigate the issue and provide resolution.
Know who to involve and at the right time.
Ability to drive issues to resolution in a timely manner, by meeting ticket response SLA and due date commitments.
Possess basic project management and reporting skills
Resolves wide range of issues in creative and effective ways.
Must be capable of working with minimal supervision.
Influences and Energizes Others : Supports Rockwell’s vision, values, and direction; demonstrates ability to gain support;
acknowledges others’ effort and accomplishments, demonstrates a willing spirit, a sense of optimism, ownership and commitment.
Accountable for Results : Balances many priorities and competing demands effectively; modifies own work activities and methods to eliminate wasted effort and inefficient methods; stays focused
Has accountability for meeting commitments and deadlines.
Instills a sense of urgency in driving complaints to resolution.
Must be proactive and personable with a high degree of professionalism
Must have good problem solving skills and judgment
Must have good communications skills, be able to work with people at various levels both inside and outside of the organization, handle high pressure situations, and have a flexible schedule.
Must be able to manage multiple complaint tickets with changing priorities.
Education Requirements :
Bachelor’s degree or equivalent experience
Experience Requirements :
2-3 years of experience in a customer service environment
Demonstrated ability to balance competing requirements and interests, keep team focused on top priorities, and find ways to achieve win-win or obtain acceptance / consensus for best compromise
Skills Required :
Fluent in English and any other European language
Familiar with SAP, Excel, PowerPoint, etc.
Familiarity with Power BI is highly preferred