北京招聘

职位描述：
Position Summary
Responsible for leading a department of employees providing customer support to Rockwell Automation’s channel partners and subsidiaries. This role involves prioritizing, scheduling and delegating work assignments and leading the customer care Coordinators to ensure timely and effective completion of work. Responsible for motivating the team and elevating the performance of the department to achieve defined service performance metrics while driving process efficiency to control costs. Ensures critical customer-facing activities are addressed and linked to the business performance.

Scope

Geographical Area: Greater China

Reports : 10-15 Customer Care Coordinators

Key Responsibilities

Functional
1. Primary support functions include review and processing of credits (including dispute resolution), returns, and rebates. Ability to manage a diverse team to achieve daily goals while maintaining high service levels.
2. Monitors the customer experience, end to end productivity, quality and performance to goals.
3. Documents workflow processes to support departmental performance goals and meet customer needs. Identifies needs and issues involving process improvements and system enhancements to improve the performance of the department and service to the customer.
4. Prioritizes project and data requests, delegates effectively to staff members to ensure timely resolution and ongoing employee development. Develop, measure and analyze metrics to monitor progress and improve efficiencies.
5. Interfaces with other functions and at various levels of the organization, including the Operations, business units, sales, and distribution management, to resolve issues and customer escalations.
6. Develops employees by monitoring performance and provide regular feedback and coaching.
7. Establishes departmental goals and implement Performance Management/Reward and Recognition practices with the staff.
8. Must have the ability to exercise good commercial judgment and operate in a highly visible, high pressure environment.
9. Must be able to manage, prioritize, and delegate multiple tasks and be responsible to follow-up accordingly.

Leadership/Change:
10. Evaluates, motivate, coaches and counsels Coordinators in the performance of their duties to ensure training and development needs are met and goals are achieved.
11. Leads by example and act as a change agent for the Customer Care organization.
12. Conducts tasks in accordance with applicable health, safety, quality, and environmental regulations (state/federal laws, ISO9001, ISO14000, etc.), as well as Rockwell/Rockwell Automation policies and procedures.

Interpersonal:
13. Excellent interpersonal, leadership, and communication skills, combined with a proactive, positive and inspirational customer care attitude
14. Is personally committed to and actively works to continuously improve him/herself; understand that different situations may call for different skills and approaches.

Business
15. Ensures all work activities add value (directly or indirectly) to the customer or partner.
16. Solves complex business problems, balancing the needs of the customers and business.
17. Understands and anticipates the needs and requirements of customers and partners; productively shares that understanding with others to increase customer intimacy.
18. Stays current on knowledge of and ability to expertly use Rockwell Automation business systems.
19. Ensures thorough familiarity with company policies and procedures. Appropriately applies policies and procedures in compliance with government laws.
20. Educates and ensures adherence to Control requirements.

KEY COMPETENCIES REQUIREMENTS
Job Related Competencies
1. Contributes Professional and Technical Expertise
2. Collaborates and Teams Effectively
3. Communicates Effectively
4. Attains Results
5. Drives Productivity
6. Creates Focus and Motivates Others
7. Thinks and Acts Strategically
8. Leads Change
9. Develops People and Teams
10. Acts Courageously

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
Basic Qualifications
1. Bachelors Degree in business, marketing, logistics, or equivalent.
2. Minimum 3-5 years experience in a complex customer service function.
3. Minimum of 2 years of experience in a capacity that includes leading and guiding a team.
4. Proven track record of process and performance improvement.
5. Familiarity or background in working with SAP functionality and tools.

Desirable Qualifications
6. Experience in a fast paced, high volume customer care environment.

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。