CSE Engineer

Yokogawa Electric Corporation; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

Yokogawa Electric Corporation in Bengaluru is seeking a dedicated Customer Support professional to provide advanced product information, process custom orders, and resolve routine issues. You will build relationships by contacting customers, recording interactions in the CRM, and following up to ensure service excellence.

The role emphasizes a customer-centric mindset, strong communication, and ability to manage multiple tasks while aligning with company policies and compliance.

Qualifications

• Experience handling customer inquiries and order processing.
• Ability to respond to basic product/service questions and resolve routine issues.
• Experience using CRM systems to track interactions and follow up.

Responsibilities

• Product/Service Information Provide advanced product/service information and respond to basic customer questions about the product/service.
• Customer Order Processing Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Resolving Customer Issues Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Customer Relationship Development / Prospecting Make calls to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification Interview the customer to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
• Renewals Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills

Customer-centric mindset

Communication skills

CRM proficiency

Problem-solving

Multi-tasking

Job description

Not just a job, but a career Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries. Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

RESPONSIBILITIES

• Product/Service Information Provide advanced product/service information and respond to basic customer questions about the product/service.
• Customer Order Processing Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Resolving Customer Issues Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Customer Relationship Development / Prospecting Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
• Renewals Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Competencies

• Customer Focus Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
• Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.
• Skills

Skills

• Customer-Focused Approach Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.
• Leverages Digital Communications with Customers Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.
• Masters Service Conversations Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Navigates Customer Challenges Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.
• Strengthens Customer Connections Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
• Builds Customer Loyalty Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.
• In-Depth Questioning Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
• Initiates Compelling Sales Conversations Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
• Service Into Sales Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.
• Builds Rapport Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buying centers in the client’s organization.
• Knows the Buying Influences Works with guidance (but not constant supervision) to accurately identify and understand the key buying influences pertaining to an opportunity.
• Manages Buyer Indifference Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference.
• Understands Issues/Motivations Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges.

Education

Post-Secondary

Non-Tertiary Education

General Experience

Sound experience and understanding of straightforward procedures or systems (7 to 12 months).

Managerial Experience

Very limited (0 to 3 months).

Yokogawa is an Equal Opportunity Employer.

Yokogawa wants a diverse, equitable and inclusive culture.

We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status.

We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances.

Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

Are you being referred to one of our roles? If so, ask your connection at Yokogawa about our Employee Referral process!

Not just a job, but a career Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries. Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.