Customer Care Administrator

(French Speaking) Department: None Description Emerson Middle East & Africa has been leading business in French speaking Africa since 2014 and currently has a small but growing team providing solutions, services, training, project management and engineering services to our established customer base. As part of our perfect execution initiative and to support our growth in the region, we have a vacancy for a customer care administrator whose main mission is to maintain a “one Emerson” approach to our customers, coordinate our actions internally and monitor KPIs to assure timely answers, and improve service levels. SUMMARY OF ROLE The FSA Customer Care Administrator is in charge of administrating several Country generic email addresses in FSA region, which will consist in: Offering a reactive “one Emerson” contact to our customers in FSA. Directing the various requests to the concerned parties inside Emerson (as per existing processes) Monitor incoming RFQs & POs received on generic mailboxes and coordinate with respective Business Units for their quick treatment, and generation and submission of proposals Send acknowledgement to customers and endorse requests to appropriate Emerson business unit. Log RFQs / POs and liaise with Business Units to monitor the status of RFQs and orders Flag outstanding RFQs/Orders and escalate to region leadership when needed. Maintain dashboards on status of RFQs/Orders with KPIs and provide regular updates to Area Director Adheres to standards and specifications set by Area Director Document processes and work instructions. Assist in acquiring necessary information/documents from the clients Be a key stakeholder for a transition toward more automated tools, within the “sales office of the future initiative” REQUIRED QUALIFICATIONS AND EXPERIENCE Strong oral and written communication skills Hands-on experience with MS Office, MS Excel. Proficient typing and editing skills Data organization skills Attention to detail Extremely organized, efficient and results oriented Outstanding time-management Strong interpersonal skills Have a basic understanding of our BUs, to recognize items from RFQs and guide to the concerned BUs Be able to communicate with customers and BUs by phone and emails Have a good understanding of the quote to cash process, and sufficient drive to follow-up with BUs Bsc Degree in Business Administration Proficiency in French & English (written, spoken) is required. Primary Location Algeria-Algiers-Algiers Job Function General Management Date Oct 4, 2021, 8:34:17 AM