What are the responsibilities and job description for the Customer Experience Manager position at Emerson?
Job Description
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:
We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide, a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
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 thoughts, that inspires innovation and brings 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 .
Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.
About Us
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. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
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.
Work Authorization
Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .
About Emerson
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
No calls or agencies please.
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.
- You identify and seize new opportunities. You maintain a track record of exceeding goals optimally. You adjust communication to fit the audience and the message. You find opportunities that benefit the customer.
- 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.
- 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.
We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide, a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
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 thoughts, that inspires innovation and brings 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 .
Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.
About Us
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. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
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.
Work Authorization
Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .
About Emerson
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
No calls or agencies please.
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