客戶服務(wù)專員(大中華區(qū)總部，客戶服務(wù)管理部)羅克韋爾自動化（中國）有限公司
所屬行業(yè)： 儀器/儀表/工業(yè)自動化/電氣企業(yè)規(guī)模：1000人以上企業(yè)性質(zhì)： 外企獨資客戶服務(wù)專員詳情
簡歷投遞： rajob_student@ra.rockwell.com
職位性質(zhì)： 全職 有效日期： 2012年01月30日 至 2012年02月16日
招聘人數(shù)： 1 人
工作地點： 上海
客戶服務(wù)專員職位描述：
請發(fā)送含照片簡歷（word版本）至rajob_student@ra.rockwell.com，請勿發(fā)送附件超過1M的郵件，謝謝。
Position Summary
This position is the primary contact for all Rockwell Automation distributors, customers, and Rockwell Automation employees calling for assistance or direction. The agent utilizes knowledge of Rockwell Automation systems and policies/procedures to determine the nature of assistance needed and handles the call appropriately. Scope
Geographical Area: Greater China
Key Responsibilities
Functional
1. Delivering exceptional customer care by responding to questions concerning distributor questions in a timely manner. 2. Provide excellent and prompt service to incoming customer inquiries, by actively listening to distributor’s requests. 3. Grow and nurture customer relationships on each and every interaction that result in measurable value. 4. Must be able to prioritize multiple tasks and be responsible to follow-up accordingly. 5. Maintain acceptable performance standards, including effectiveness, efficiency and quality. 6. Serve as liaison with other areas of the Rockwell Automation’s organization to provide a seamless service experience. 7. Problem solving that includes routine to complex issues that may require extensive research, additional tools and customer follow-up. 8. Capture pertinent information and enter into the appropriate business system as described in SOPs. Adhere to data collection guidelines as outlined in SOPs. 9. Proactive emphasis on completing end to end service experience.
KEY COMPETENCIES REQUIREMENTS
Job Related Competencies
1. Professional/Technical Excellence 2. Use of Technology 3. Collaboration & Teamwork 4. Adaptability 5. Customer & Partner Focus 6. Process Improvement 7. Listening 8. Courage Amidst Change 9. Information Sharing
Rockwell Automation Competencies
1. Functional - Contributes Professional and Technical Expertise 2. Interpersonal Collaborates and Teams Effectively 3. Business - Adds Value for Customers and Partners 4. Business - Attains Results 5. Business - Demonstrates Business and Financial Acumen 6. Business - Drives Growth
EDUCATION QUALIFICATIONS / WORK EXPERIENCE
Basic Qualifications
1. High School Diploma or Equivalent required. 2. Excellent communication and written skills. 3. Highly effective negotiation skills, including the ability to deal with situations with a high level of patience, tact and diplomacy. 4. Exceptional interpersonal and relationship building skills. 5. Effective and accurate decision-making skills. Desirable Qualifications
1. Bachelor’s Degree preferred, plus 2 years post graduate work experience. 2. SAP experience. 3. Negotiation skills in the successful resolution of customer issues. 4. Able to work independently. 5. Experience with multi-tasking. 6. Willingness to continuously learn and embrace change. 7. Ability to work effectively and cooperatively in teams and across functional groups.
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations to essential functions of the job will be made if appropriate.
Position Summary
This position is the primary contact for all Rockwell Automation distributors, customers, and Rockwell Automation employees calling for assistance or direction. The agent utilizes knowledge of Rockwell Automation systems and policies/procedures to determine the nature of assistance needed and handles the call appropriately. Scope
Geographical Area: Greater China
Key Responsibilities
Functional
1. Delivering exceptional customer care by responding to questions concerning distributor questions in a timely manner. 2. Provide excellent and prompt service to incoming customer inquiries, by actively listening to distributor’s requests. 3. Grow and nurture customer relationships on each and every interaction that result in measurable value. 4. Must be able to prioritize multiple tasks and be responsible to follow-up accordingly. 5. Maintain acceptable performance standards, including effectiveness, efficiency and quality. 6. Serve as liaison with other areas of the Rockwell Automation’s organization to provide a seamless service experience. 7. Problem solving that includes routine to complex issues that may require extensive research, additional tools and customer follow-up. 8. Capture pertinent information and enter into the appropriate business system as described in SOPs. Adhere to data collection guidelines as outlined in SOPs. 9. Proactive emphasis on completing end to end service experience.
KEY COMPETENCIES REQUIREMENTS
Job Related Competencies
1. Professional/Technical Excellence 2. Use of Technology 3. Collaboration & Teamwork 4. Adaptability 5. Customer & Partner Focus 6. Process Improvement 7. Listening 8. Courage Amidst Change 9. Information Sharing
Rockwell Automation Competencies
1. Functional - Contributes Professional and Technical Expertise 2. Interpersonal Collaborates and Teams Effectively 3. Business - Adds Value for Customers and Partners 4. Business - Attains Results 5. Business - Demonstrates Business and Financial Acumen 6. Business - Drives Growth
EDUCATION QUALIFICATIONS / WORK EXPERIENCE
Basic Qualifications
1. High School Diploma or Equivalent required. 2. Excellent communication and written skills. 3. Highly effective negotiation skills, including the ability to deal with situations with a high level of patience, tact and diplomacy. 4. Exceptional interpersonal and relationship building skills. 5. Effective and accurate decision-making skills. Desirable Qualifications
1. Bachelor’s Degree preferred, plus 2 years post graduate work experience. 2. SAP experience. 3. Negotiation skills in the successful resolution of customer issues. 4. Able to work independently. 5. Experience with multi-tasking. 6. Willingness to continuously learn and embrace change. 7. Ability to work effectively and cooperatively in teams and across functional groups.
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations to essential functions of the job will be made if appropriate.