Isv Customer Care & Project Coordinator

Emerson & Company; Metepec; On-site; MXN 350,000 - 520,000; Full time

Job summary

Emerson & Company busca un/a Coordinador/a de Atención al Cliente e ISV para Metepec, México. El candidato ideal gestionará relaciones con clientes y socios, coordinará pedidos y proyectos, y asegurará entregas puntuales cumpliendo estándares de servicio.

Se requiere más de 7 años de experiencia en entornos de manufactura u operaciones, educación universitaria y habilidades de comunicación y organización para manejar múltiples prioridades en un entorno dinámico.

Qualifications

• Bachiller o carrera universitaria relacionada.
• Mínimo 7 años de experiencia en manufactura, operaciones o ventas.
• Experiencia trabajando entre departamentos para soluciones rápidas.
• Capacidad para organizar múltiples tareas en entornos dinámicos.
• Conocimiento de procesos contables y documentación financiera.

Responsibilities

• Ser el punto principal de contacto para clientes y socios en la región asignada.
• Responder consultas de clientes dentro de 12 horas.
• Gestionar backlog y asegurar envíos mensuales POR para pedidos de proyectos.
• Colaborar con planificadores, compradores y planta para cumplir fechas.
• Proporcionar actualizaciones de estado de pedidos y soporte postventa.

Skills

Customer care

Project coordination

Communication

Cross-functional

Analytical

Time management

Education

Bachelor’s degree or equivalent

Tools

Oracle

SAP

MS Office

Oracle CRM

Job description

ISV Customer Care & Project Coordinator

Empresa: Emerson & Company Tipo de empleo: Tiempo completo Metepec, Mexico

Descripción del trabajo - ISV Customer Care & Project Coordinator

Description

In this role, your responsibilities will be:

Communicate

Be the primary point of contact of Emerson ISV to all customers/Emerson Impact Partners in an assigned region.

Respond to all customer inquiries within 12 hours

Conduct weekly calls with Impact Partners, EPC(s) and Alternative Channel Customers to provide order updates and ensure orders are being executed to the customer request date

Clear communication internally and externally

Order Execution

Proactively manage backlog execution to deliver monthly POR shipment commitments for project orders KOB1/2 and MRO Impact Partners designated accounts

Work across multiple disciplines to ensure orders are entered, released from all holds, scheduled and executed in a timely manner

Ensure all orders are managed and have been entered correctly to ensure correct product specification, agreed delivery, certification, and documentation requirements

Prioritize order execution with planner/buyer and plant to ensure customer requirements are met

Manage Past due backlog by working with buyers and planners to ensure dates are managed as per date management standards

Reinforce Service Level Doctrine

Status Updates

Proactively manage order backlog

Assist in sales shipment forecasting

Provide Order Status to customers at every stage of the order including tracking details once order has shipped

Follow up on commitments and delivery milestones with the plant

Change Order Management

Manage Change Order and Cancellation requests

Provide support to all queries related to orders from booking to invoicing

Support Credit Return and/order Return Material Requests as and when required

Provide after sales support as necessary

Measuring

Measuring and reporting on the project performance

Monitoring progress of the project and addressing potential issues

Mentoring and Continuous Improvement

Training and mentoring of new hires

Organize & Facilitate Training Sessions

Present in planning session

Create and lead internal initiatives

Drive process improvements and corrective actions

Drives Results

Project backlog management

Sales estimates assessment

Risk and Opportunities analysis

Improve Delivery Service Level

Who you are:

Highly motivated and detail-oriented professional with over 3 years of experience in customer care and project coordination. Demonstrated success in managing end-to-end client relationships, resolving complex issues, and supporting cross-functional teams to deliver high-impact projects on time and within budget. Adept at balancing multiple priorities in dynamic environments while maintaining a strong focus on customer satisfaction and operational efficiency.

For this role, you will need:

Bachelor’s Degree in business, STEM related field or equivalent experience

+7 years similar experience in a manufacturing, operations or sales environment experience for externals and internal candidates

Preferred qualifications that set you apart:

Experience working effectively across multiple departments to deliver timely solutions and exceptional customer service.

Self-motivated, proactive, and action-oriented with the ability to take initiative and drive results independently.

Strong organizational skills with the ability to manage multiple tasks and competing priorities in a fast-paced environment.

Working knowledge of accounting administration processes and financial documentation.

Proven ability to build collaborative relationships and support cross-functional teams to achieve business objectives.

Strong problem-solving skills with a focus on efficiency, accuracy, and customer satisfaction.

Technical Knowledge Requirements:

Experience with Oracle systems is strongly preferred.

Experience working with SAP and related business applications.

Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Oracle CRM.

Strong computer and systems aptitude with the ability to learn new technologies quickly.

Excellent verbal and written communication skills, including the ability to exercise tact, professionalism, and sound judgment when interacting with customers, stakeholders, and colleagues.

Strong analytical and reasoning skills with a detail-oriented approach to problem-solving and process improvement.

Job Competencies

Customer Focus

Ensures Accountability

Communicates Effectively

Optimizes Work Processes

Manages Conflict

Builds Effective Teams

Drives Results

Decision Making/Problem Solving

Our Offer To You:

We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Valuesand aboutDiversity, Equity & Inclusion at Emerson.

Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.