北京招聘

职位描述：
Position Summary：
Responsible for leading a team who are accountable for product order services, labor and parts dispatch, and technical support contract administration in a high volume, fast-paced business. This position involves leading others, prioritizing, scheduling, and delegating work, and improving performance to ensure timely and cost effective completion of sales and services support. Additionally, this role involves the advocacy of the Customer Care group both inside and outside of the company.
The incumbent will be responsible for motivating and elevating the performance of the team to achieve targets of defined performance metrics while driving process efficiency and controlling costs. Additionally, the incumbent ensures critical customer-facing activities are addressed and linked to the business performance. Successful outcomes in the position should be linked to increasing favorable ratings by our customers in the twice per year Customer Loyalty survey conducted by the Customer Experience team.
Scope
Geographical Area: Greater China, Taiwan
Reports : Approximately 25-30
Key Responsibilities
Functional
1. Ability to manage and develop a team while maintaining the achievement of performance targets and high service levels with internal and external customers.
2. Utilize standard workflow processes as defined by the Order to Cash and Issue to Resolution end to end governance to support team performance goals and meet customer needs.
3. Prioritize work, project, and data requests, and delegate effectively to staff members to ensure timely resolution and development. Measure and analyze performance through metrics to gain efficiencies.
4. Identify needs and issues involving process improvements and system enhancements to improve the performance of the team.
5. Interface with other business functions to resolve customer issues and escalations as well as know their policies and procedure practices and issues. Evidence of ability to work well in stressful situations as well as approaching customer issues with a sense of urgency is required.
6. Implement performance management/reward and recognition practices with the staff
7. Must have the ability to exercise good commercial judgment, multi-task, and be proactive in a highly visible, high pressure environment
8. Invites feedback and coaching, and actively engages in responding to it; serves as a resource to others.
9. Actively pursues continuous learning; develops skills and knowledge in job-related technical or professional expertise, including increasing breadth and depth of expertise and keeping up-to-date with advances; helps others do the same.
Leadership/Change
10. Effectively manage a team in the areas of performance management, compensation, goal setting, and training and development planning.
11. Coordinate training for staff on customer service skills, business systems, policies and procedures and products/programs. Developing staff’s soft skills through various coaching methods.
12. Gains and maintains the support of stakeholders and decision-makers (internal and external) required for achieving business goals.
Interpersonal
13. Must have excellent interpersonal, leadership, and communication and listening skills, combined with a proactive, positive, and motivational customer service attitude.
14. Shares viewpoints openly and directly with others, providing relevant and timely information to those who need it; helps others do so.
15. As part of a Global Customer Care function, leverage the best practices and learning’s from other countries and regions to promote successful customer outcomes.
16. Addresses conflict and other barriers to collaboration directly and constructively, adapting to cultural norms and expectations when appropriate.
Business
17. Role of advocate for the customer. Ensure that all work activities add value (directly or indirectly) to the customer or partner.
18. Solve complex business problems keeping the needs of global internal/external customers and global strategies in mind.
19. Understand and anticipate the needs and requirements of customers and partners; productively share understanding with others to increase customer intimacy.
20. Stay current on and expertly use Rockwell business systems.
21. Ensure compliance to Ethics, Standards of Business Conduct, other RA policies and the relevant government regulations in the geography.
22. Keep current on policies and procedures that include, but not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the Rockwell Automation Information Network.
23. Any other relevant duties as assigned by immediate Manager.
KEY COMPETENCIES REQUIREMENTS
Job Related Competencies
1. Computer (including keyboarding proficiency) skills including MS Office suite and Web tools. SAP experience is very desirable.
2. Excellent internal and external customer relations/service and telephone/oral skills.
3. Excellent written communication skills.
4. Proven negotiation skills in the successful resolution of customer issues.
5. Able to work independently.
Rockwell Automation Competencies
1. Functional - Contributes Professional and Technical Expertise
2. Interpersonal - Collaborates and Teams Effectively
3. Business - Adds Value for Customers and Partners
4. Business - Attains Results
5. Business - Demonstrates Business and Financial Acumen
6. Business - Drives Growth
EDUCATION QUALIFICATIONS / WORK EXPERIENCE
1. Bachelor’s Degree, its international equivalent, or equivalent work experience required.
2. Fluent in English to serve customers with the region.
3. The position requires a broad skill set, and at least 8 years of business management experience, preferably with customer service organizations.
4. Strong verbal and written communication skills, the ability to provide leadership to direct reports, proven track record of achieving results and expanding scope of accountability/responsibility.
5. Familiarity with RA products, services, and field-based organizations, as well as the ability to navigate through the matrix organization
6. Demonstrated ability to understand customer service, lead, motivate and energize organizations in transition is required
7. Demonstrated outcomes in process improvement and productivity gains.
8. Experience with SAP will be an advantage.
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations to essential functions of the job will be made if appropriate. 举报 分享

　　罗克韦尔自动化(NYSE:ROK)是全球领先的专门从事工业自动化与信息技术领域的企业之一，致力于帮助其客户提高生产力并推动世界实现可持续发展。罗克韦尔自动化公司总部位于威斯康星州密尔沃基，员工总数约为 23,000人，客户遍布全球80多个国家/地区。
　　1988年罗克韦尔自动化进入中国，在国内有2000多名雇员，并设有五个培训中心，一个研发中心，一个软件开发中心，三个OEM中心，两个生产基地。
　　罗克韦尔自动化集成控制和信息平台是制造业实现智能、安全和可持续生产的的基础。它帮助制造业利用互联企业实现未来智能制造愿景，提高决策水平和国际竞争力。
　　“罗克韦尔自动化与中国大学共勉”项目开始于1998年，和国内70多所高校合作建立联合实验室，累计捐赠2.56亿人民币的设备、奖学和奖教金。该项目在持续不断地进行中。