This role serves as first point of contact for customers in e.g. the chemical and life science industry and other departments regarding all Systems & Software service-related requests in the Netherlands. This role consists of planning, logging and follow up on customer calls, questions, referrals, complaints, contractual obligations, and all other inquiries.

The role will require a self-motivated person capable of working pro-actively on their own initiative.

Are you eager to learn and develop you skills? We encourage your application!

_______________________________________________________________________________________

In this role you will:

Serve as first point of contact by telephone or e-mail for all customers.
Serve as point of contact for interdepartmental communication regarding resource planning.
Log customer incidents and coordinate the follow up with our local and international support organization.
Maintain accurate records of formal correspondence with customers.
Handle the schedule of field service engineers (on call planning, project planning, maintenance planning, etc.)
Prepare site visits for a team of +/- 25 field service engineers and consultants.
Facilitating support to the engineers.
Coordinating and planning preventive maintenance for contract customers. Work in a team of Benelux coordinators and provide each other back-up.
Arrangement of material shipments for spares support and emergency response.
Coordinate hardware returns & warranties with Aftermarket team.
Work with the sales and admin teams to ensure there is an overview of service contract renewals and Service Subscription renewals are maintained.
Communicate internal and external and follow the Emerson Safety & Quality processes and
standards on Service tasks.

Who you are:

You anticipate customer needs and provide services that are beyond customer expectations. You serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts. You encourage collaboration. You facilitate breakthroughs by integrating diverse views and finding common ground or acceptable alternatives.

For this role you will need

At least 2-3 years relevant experience in Customer Services
Bachelor level (through formal education or work experience) preferable in a technical field
Advanced level of telephone and complaints handling skills
Computer Literate (MS Office, affinity with Management systems)
Verbal and written communication skills proficient in Dutch and English

Preferred qualifications that set you apart

Passionate about self development
Plan and align efficiently and willing to collaborate with the team
Being customer oriented and instill trust

Our Offer to You

We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to build a workplace that is encouraging and exciting.

Depending on location, our flexible work-from-home policy allows you to make the best of your time, by combining quiet home office days with collaborative experiences in the office so that you can personalize your work-life mix.

Moreover, our global volunteer employee resource groups will empower you to connect with peers who share the same interests, promote diversity and inclusion, and positively contribute to communities around us.

Emerson vacatures

Customer Service Specialist