Engineer/ Senior Engineer – Customer Support

Emerson Japan, Ltd.; Kanchipuram; Hybrid; INR 450,000 - 600,000; Full time

Benefits offered by this job

Medical insurance

Career development

Job summary

Emerson Japan, Ltd. seeks an experienced Customer Service/Order Management professional to oversee the full cycle from order receipt through invoicing.

You will ensure compliance with trade policies and collaborate with multiple departments to resolve issues while maintaining high customer satisfaction. You will support inventory and local customs, review letters of credit, and contribute to continuous improvement in a dynamic environment.

Qualifications

• Bachelor’s degree or equivalent in Business Administration or International Trade.
• Minimum three years of progressive experience in a customer service role.
• Excellent verbal and written English communication.

Responsibilities

• End-to-end process management from customer order to invoice, including order management and shipping tasks.
• Ensure contract review, international trade compliance, and record retention policies are followed with reporting on discrepancies.
• Check feasibility of customer requests regarding lead times, certificates and documents (exports).
• Supervise open orders and coordinate with factory planning, warehouse, and other departments to anticipate issues.
• Collaborate across departments to resolve order issues including financial and delivery disputes, returns and claims.
• Regularly update customers on order status to maintain high customer satisfaction.
• Support inventory management and local customs procedures.
• Review and validate letters of credit/bank guarantees for customer orders.
• Apply customer service procedures per Emerson Discrete Automation policies and quality systems.
• Contribute to continuous improvement by sharing issues and proposing corrective actions.
• Ensure health and safety compliance per local laws.
• Develop market knowledge of Emerson Discrete Automation products portfolio.
• Perform any additional tasks required by the business.

Skills

Customer service

Communication

Attention to detail

Problem solving

English proficiency

Education

Bachelor’s degree or equivalent in Business Administration/International Trade

Job description

In This Role, Your Responsibilities Will Be:

• Responsible for the end-to-end process from Customer purchase order to invoice, including order management, issuance of internal purchase orders, and shipping tasks across all media (Telephone, mail, etc.).
• Ensure the contract review, International Trade Compliance, and record retention policy is applied with no exception, and report to your management when discrepancies are identified.
• Check the feasibility of customer requests in terms of lead times, certificates and documents required (Mainly Exports)
• Continuously supervise the open orders and take actions to anticipate issues/satisfy the request of the customer (within the companies’ dedication). This can involve collaborating with factory planning, warehouse, or any other department involved.
• Collaborate with various departments to resolve order issues, including but not limited to financial and delivery disputes, returns and claims
• Proactively connect with customers on the status of their orders and provide regular updates, ensuring a high level of customer happiness
• Responsible for supporting inventory management and local customs procedures
• Review and validate the Letter of credit/Bank Guarantees for Customer orders
• Apply relevant Customer Service procedures and processes in the respect of the Quality Management System and in accordance with Emerson Discrete Automation Policies and standards.
• Contribute to continuous improvement: Share issues and propose corrective and preventative actions followed in actions plans held by the Team Leader, thereby ensuring the level of customer service required.
• Ensure Health and safety compliance as per standards under local law
• Develop wide market knowledge and ensure a keen awareness of Emerson Discrete Automation products portfolio offering.
• Any additional task that might be needed by the business.

Who you are:

• Attention to detail, hard worker, proactivity, Collaborative, willingness to interact
• Ability to work under pressure and multi-tasking
• Strong analytical skills and ability to tackle problem
• Excellent Customer sense
• Excellent verbal and written communication skills in English.

For this Role, You Will Need:

• Bachelor’s degree or equivalent experience in business administration or International Trade is a plus.
• Minimum three (3) years progressive experience in customer service role

Preferred Qualifications that Set You Apart:

• Good knowledge and proven practice of international trade: Incoterms, Payment terms, Transport.

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.

We recognize the importance of employee well-being. We prioritize providing competitive benefits plans, a variety of medical insurance plans, an Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time-off plans, including paid parental leave (maternal and paternal), vacation, and holiday leave.