Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Transition Processes & Delivers highest level of service quality to our internal & external customers in a timely manner
Perform Process transition ensuring low effort experience for all stake holders
Create Process flow charts , Standard processes operating instructions
Define & agreed SLA , TAT of all newly transition processes
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
Assures change management practices are followed, including communication, training, documentation development, etc.
Reduces customer efforts and enhances productivity via process improvements
Identifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls.
Drive the continuous process improvement, and control initiatives.
Drives the development and enhancement of measurement and analytical methodologies.
Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance.
Identifies & Promotes opportunities for Automation
Improves process maturity of Channel Partners (applicable for APCC Group)
Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices.
Support In country teams to actively promote utilization of appropriate tools, such as Ecomm & WebUI, that enable effective service delivery by distributor resources
Support In country to Coach & guide channel partners to adopt continuous improvement in their processes that would ultimately improve the quality of service to customers by providing relevant inputs to enhance/optimize the processes
Enhances competency level in a planned manner
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
Drives the development and enhancement of measurement and analytical methodologies.
Assures change management practices are followed, including communication, training, documentation development, etc
Publish timely dashboards
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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