| Job Description POSITION SUMMARY: At Rockwell Automation, we connect the imaginations of people with the intelligence of machines to expand what is humanly possible, making the world more intelligent, more connected and more productive. We know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don't stop there. We work to expand human possibilities in our communities -- giving back, helping grow the next generation of STEM leaders and building relationships that last. Our team cares about the work we do. We make an impact on the world because we strive to solve real problems for real people and expand human possibility. From solutions that address a single issue to transforming a company into a Connected Enterprise, every maker and problem solver in our company contributes to something that matters. As a Customer Experience Supervisor in the Global Prioritization Organization (GPO), you are responsible for providing continuous high standards of customer service; minimizing customer effort while maximizing the customer experience and loyalty. You are responsible for leading team members in the AP & EMEA regions and motivating and coaching them to elevate the performance of the department to ensure a great customer experience every time! This Supervisor will lead and participate in process development, specifically as it relates to the escalations for global product supply. This will include liaising with individuals throughout the organization. Stakeholders will include Distributors, Direct Customers, Local Sales Offices, Materials Planning, Logistics, Strategic Sourcing, the Business Units, and Rockwell Automation Manufacturing Plants. What you will be doing: - Managing a geographically dispersed team in multiple time zones to achieve daily goals while maintaining a great customer experience.
- Develop team capability through global process standardization.
- Drive cross functional change management associated with standardizing globally aligned process.
- Manage operational KPI's, develop and deliver goals and objectives in line with the global customer care framework.
- Function as first of point of escalation for your team, customers, and stake holders
- Lead, manage, motivate, and coach your team to ensure continuous development and build organizational capability in a multi-national, cross cultural environment.
- Use tools and systems to analyze, trend, and drive resolution for customer issues.
- Develop plans to implement improvements and measure performance against process requirements, aligning improvement projects to close performance shortfalls.
- Prepare and deliver presentations regarding complex issues, opportunities, or enhancements to various levels of Rockwell stakeholders.
- Collaborating with the Integrated Supply Chain and internal business units to resolve customer escalations.
- Interfacing with various customers, including Rockwell Automation sales, direct customers, and our distributor partners.
- Conducting performance evaluations for the team; identifying strengths and weaknesses and offering coaching and mentoring.
- Exercising good commercial judgment and operating in a highly visible, high pressure environment.
- Execution of vision to drive proactive global backlog management strategies.
Who we are looking for: - You are ethical, forward-thinking, intelligent, optimistic and resilient.
- You have excellent interpersonal, leadership, and communication skills and a strong passion for coaching and developing team members.
- You are enthusiastic to work in a dynamic, fast paced and challenging environment.
- Strong analytical skills
EXPERIENCE REQUIREMENTS: Minimum Qualifications: - Bachelor's Degree in Supply Chain or related field
- 2+ years of experience in a leadership capacity in a fast paced, high volume environment.
Desired Qualifications: - Leadership experience in a customer care environment.
- Ability to influence others.
- Strong analytical and decision-making abilities.
- Excellent verbal and written communication skills.
- Track record of effective coaching and development.
- Possess well-rounded knowledge in supply chain, materials planning, and logistics.
- Proven track record in resolving customer issues through a customer centric mindset.
- Exceptional problem solving and project management skills.
- Expertise in SAP
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