长沙招聘

                                Job Summary:   The "Analyst II, Business Operations" works as part of the GRC Customer Care team, who §   Build close relationships with our valued customers, distributor partners and sales teams to drive customer loyalty. §  Own & manage customer experience on every interaction in a fast paced, structured customer care environment. §  Act as the “single-point-of-contact” between Rockwell Automation and its customers, distributors, and internal functions.   Key Responsibilities   Delivers highest level of service quality to our internal & external customers in a timely manner ·         Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect. ·         Demonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets). ·         Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills. Drives timely resolution of all complaints with complete ownership as the Single Point of Contact (SPOC) for the customer ·         Monitor the progress of all open request & queries of customers, prompting action on issues that appear to be stalled, and offer creative resolution to work towards proactive control measures. ·         Drive collaborative issue resolution in partnership with customers, distributors and sales teams by building interpersonal relationships across multiple business units within the organizations. Reduces customer efforts and enhances productivity via process improvements ·         Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance. ·         Identifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls. Improves process maturity of Channel Partners ·         Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices on a rotational basis. ·         Actively promote utilization of appropriate tools, such as Ecomm & WebUI, that enable effective service delivery by distributor resources. ·         Coach & guide channel partners to adopt continuous improvement in their processes that would ultimately improve the quality of service to customers. Enhances competency level in a planned manner ·         Develop knowledge of our customers, products and the industries we serve. ·         Keep abreast with the continuing changes within the company, and excel in specific business systems and IT applications. ·         Undertake specific knowledge enhancement activities that will make you skilled at multitasking, prioritizing and communicating with impact & influence, to ensure high levels of customer satisfaction.     Key Competencies Requirements   §  Basic knowledge of process, tools, systems and applications needed to perform job. §  Strong active listening, written and verbal communication skills. §  Excellent written and oral English skill. §  Experience with SAP – CRM,ERP,ECC is desirable. §  Certification on data analysis and/or related experience with specific data analytics tool. §  Basic knowledge of Rockwell Automation business and distribution model.   §  Understands the needs and requirements of customers /distributors supported by their position. §  Works on issues of moderate scope where analysis of situations or data requires a review of relevant factors. §  Understands how own work is part of broader work processes. §  Ability to identify potential issues and bring them to supervisor’s attention. §  Understands CC KPIs. §  Asks appropriate probing questions to ensure understanding of situation, explains complex information to customers, recognizes and offers alternative options to customer. §  Normally receives general instructions on routine work, detailed instructions on new projects or assignments.   §  Sets clear expectations of actions and follow-up, adheres to what expectation is set. §  Maintains professional demeanor, shows empathy for customers. §  Supportive of team decisions and is trusted by others. §  Is approachable and acts as a resource for other team members.  §  Builds productive internal/external working relationships. §  Receptive to coaching and feedback.   §  Willingness for business travel. §  Enlists manager's support in obtaining the information, resources, and training needed to accomplish work effectively. §  Promptly notifies manager about any problems that affect his/her ability to accomplish planned goals. §  Takes responsibility for individual performance and aware of team performance goals. §  Frequently interacts with peers and customers to gain cooperation of others. §  Proactively contributes to other's efforts and collaborates with teams across functions in the country. §  Is an effective project team member. §  Corresponds clearly in multi-channel environment (phone, email, chat, service tickets).   Educational & Qualifications   Education ·         Full-time Bachelor’s Degree is desirable. ·         Bachelor’s Degree in Engineering and/or Post-Graduation Degree/Diploma in Management is desirable. Experience ·         Minimum 5-7 years’ experience in handling customer operations / business processes with minimum 3 years' customer interface experience or account management related experience.                  

　　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。