Customer Experience Manager

2 months ago

Marshalltown, United States Emerson Full time
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.


Who You Are:
  • 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.

For This Role, You Will Need:

  • 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.


Preferred Qualifications that Set You Apart:

  • 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.


Our Offer To You:

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.

#LI-XW1

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.

  • Customer Service Representative

    3 weeks ago

    Marshalltown, United States U-Haul Full time

    Location: 1720 S Center St, Marshalltown, Iowa 50158 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s...

  • Customer Service Representative

    2 months ago

    Marshalltown, United States U-Haul Full time

    Location: 1720 S Center St, Marshalltown, Iowa 50158 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company's...

  • Customer Service Sales Associate

    1 week ago

    Marshalltown, Iowa, United States Marshalltown Area Chamber of Commerce Full time

    Position Title: Sales AssociateCompany: Marshalltown Area Chamber of CommerceLocation: MarshalltownJob Overview: The Sales Associate will be responsible for engaging with customers to facilitate the sale of jewelry and gifts.Key Responsibilities:Assist customers with their purchases and inquiries regarding products.Showcase and maintain the presentation of...

  • Supply Management Specialist

    2 months ago

    Marshalltown, United States TIG The Integration Group Full time

    Job DescriptionJob DescriptionFull-Time Supply Management SpecialistJoin Our Dynamic Team at TIG! TIG is a proud veteran-owned enterprise founded in Iowa. As leaders in value-added distribution, we provide innovative solutions nationwide. With state-of-the-art warehousing, packaging, logistics, and assembly operations, we offer diverse career opportunities....

  • Thrift Store Operations Manager

    4 days ago

    Marshalltown, Iowa, United States The Salvation Army Full time

    Thrift Store ManagerThe Salvation ArmyAs a Thrift Store Manager at The Salvation Army, you will play a key role in the daily operation of our retail store.Assist the Corps Officer in managing the store's daily activitiesDevelop and implement sales forecasts and business strategies to drive growthPromote store sales and solicit donations from major...

  • Shift Manager

    3 months ago

    Marshalltown, United States Wendy's Full time

    What You'll Do:Shift Supervisors are a critical part of our restaurant leadership team. Shift Supervisors work with restaurant management to provide the direction and training required on every shift to exceed our customer's expectations. Wendy's Shift Supervisors: Open the restaurant on time and rush readyExecute pattern of management to assess the...

  • Commodity Manager

    3 months ago

    Marshalltown, United States Emerson Full time

    If you are a supply chain professional looking for an opportunity to grow, Emerson has an exciting opportunity for you. As the Commodity Manager you will be responsible for establishing contracts and ensuring the efficient supply of commodities or commodity groups. You will have full responsibility for their commodities and will report into the Sr. Commodity...

  • Club Manager

    3 months ago

    Marshalltown, United States Planet Fitness - PF Baseline Fitness Full time

    Job DescriptionJob DescriptionBenefits:Bonus based on performanceHealth insurancePaid time offTraining & developmentJob SummaryThe Club Manager will be responsible for the oversight of gym operations to ensure an exceptional Judgement Free member experience as well as a financially successful club. The Club Manager will be accountable for leading a team of...

  • Restaurant Operations Manager

    2 days ago

    Marshalltown, Iowa, United States Pentex Restaurant Group Full time

    About the RoleWe are seeking a highly motivated and experienced Restaurant Operations Manager to join our team at Pentex Restaurant Group. As a key member of our management team, you will be responsible for leading and empowering our team to deliver exceptional customer service and product quality.Key ResponsibilitiesLead and manage restaurant operations to...

  • Manager, North America Project Management Office

    1 month ago

    Marshalltown, Iowa, United States Emerson Full time

    If you are a Leader and a Project Management professional looking for an opportunity to grow, Emerson has an exciting opportunity for you Based in our Marshalltown, IA location, you will have overall responsibility and authority for the implementation and execution of customer projects for our Power and OEM related industries.IN THIS ROLE, YOUR...

  • Machining Manager

    3 months ago

    Marshalltown, United States Emerson Full time

    Are you a dynamic leader with a passion for safety, process improvement, and team development? If so, Emerson has the opportunity for you! Based in Marshalltown IA, we are looking for an innovative and hard-working Machining Supervisor to play a pivotal role in our manufacturing process. This role requires a blend of technical expertise, critical thinking,...

  • Store Manager

    2 weeks ago

    Marshalltown, United States Slumberland Furniture Full time

    Job DescriptionPrimary Objective & Scope of Position: This position is responsible for managing the sales of the store to maximize performance. Essential Functions and Accountabilities:Management Manage the sales and administrative functions of a corporate store including staffing, sales management, sales training, back room, shipping, inventory control,...

  • Sales Account Manager

    2 days ago

    Marshalltown, Iowa, United States Signicast Full time

    Job SummaryWe are seeking a highly motivated and experienced Sales Account Manager to join our team at Signicast. As a Sales Account Manager, you will be responsible for leading sales activities in the Midwest territory and servicing existing customers.Key ResponsibilitiesIdentify new potential customers and develop strategies to acquire new businessService...

  • Global Product Marketing Manager

    3 months ago

    Marshalltown, United States Emerson Full time

    Are you passionate about new growth opportunities and would be excited to deliver market-moving strategies with the market leader in the process control industry? We have an opportunity in our Marshalltown, IA location. We are an equal-opportunity organization looking for a leader to develop impactful global product marketing strategies, including...

  • Restaurant General Manager

    3 months ago

    Marshalltown, United States HHB Restaurant Recruiting Full time

    Job DescriptionJob DescriptionAre you a hardworking, service-minded leader with a real passion for the hospitality industry?Are you looking to take a step towards building your restaurant manager career, instead of just working a job?We need extraordinary leaders like you to apply for this full-service restaurant management position in Marshalltown, IAAs a...

  • Project Manager

    1 week ago

    Marshalltown, United States Emerson Full time

    We have a great opportunity for a dedicated project management specialist to join our Product Development team in Marshalltown, Iowa! This role is responsible for leading the planning and execution all key activities for new product development or other engineering related activities. By laying out a detailed project plan, communicating across the functional...

  • Project Manager

    1 week ago

    Marshalltown, United States Emerson Full time

    We have a great opportunity for a dedicated project management specialist to join our Product Development team in Marshalltown, Iowa! This role is responsible for leading the planning and execution all key activities for new product development or other engineering related activities. By laying out a detailed project plan, communicating across the functional...

  • Premier Communities Account Manager

    3 months ago

    Marshalltown, United States Mediacom Communications Full time

    Located in Des Moines, IAPosition: Premier Communities Account Manager (PCAM) Who we are: Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America's major cities and America's smaller regions. The services we...

  • Premier Communities Account Manager

    3 months ago

    Marshalltown, United States Mediacom Communications Full time

    Located in Des Moines, IA Position: Premier Communities Account Manager (PCAM) Who we are: Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America's major cities and America's smaller regions. The services we...

  • Sanitation Operations Manager

    1 week ago

    Marshalltown, Iowa, United States The Judge Group Full time

    Sanitation Operations ManagerDivision/Department:SanitationPosition Overview: We are looking for a highly skilled and committed professional to take on the role of Sanitation Operations Manager. In this position, you will be tasked with overseeing and directing all facets of sanitation operations within our facility. Your role will be pivotal in ensuring...