경기대학교

Job Description 

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 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!

ROLE SUMMARY
This position is part of the Korea Customer Care team, who will

• Work closely with our valued customers, distributor partners and country customer care teams to drive customer loyalty.
• Own and manage customer experience on every interaction in a fast paced, structured customer care environment.
• Interacts daily with peers and customers to complete the assigned tasks with little instructions. Willing to receive some new introduced tasks with general instructions.
• Understanding of the job and applies the knowledge and skills to manage the customer's inquiries from toll free line and public email.

KEY RESPONSIBILITIES
Order Service

• Provide non-technical sales support on Rockwell Automation's software and new product orders, including order entry, order change requests, order inquiries, billing related issues, product price & availability, delivery improvement requests, catalog assistance, etc.
• Manage re-manufacturing services including economy orders, standard orders and priority orders.
• Manage customer return & credit requests and support on consumable warranty orders.
• Support on customer RCFA (root cause failure analysis) order requests.

Field Service

• Manage Field Service Engineer schedules.
• Create service orders for invoicing and process all service requests.
• Act as a local point of contact for global support.

Others

• Handle customer's inquiries from toll free line and public email.
• Interact cross-functionally to assist in resolution of issue and customer escalation.
• Be familiar with company policies and procedures. Appropriately apply policies and procedures in compliance with government laws.

Job Requirements

• Total 2-3 years of customer care / operation experience.
• Proficiency in Japanese preferred.
• Experience with SAP - CRM, ERP, ECC is desirable.
• Expert knowledge of MS Office suite & other productivity applications.
• Strong active listening, written and verbal communication skills.
• Excellent written and oral English skill.
• Understands the needs and requirements of customers /distributors and internal key stakeholders.
• Receives assignments in the form of objectives with goals and determines the process by which to meet goals.
• Understands implications of work and makes recommendations for solutions.
• Understands Customer Care KPIs, take responsibility for individual performance and aware of team performance.
• Maintains professional demeanor, shows empathy for customers.
• Receptive to coaching and feedback.
• Can deliver difficult messages to internal and external customers and diffuse most situations.
• Can work effectively cross-culturally.
• Builds productive working relationships with peers from other countries & regions.
• As a skilled specialist, completes tasks in resourceful and effective ways.
• Willingness for business travel.
• Available for communication with peers outside regular working time-zones.
• Demonstrate a sense of urgency and strong commitment to achieving goals and driving issues to resolution.

Additional Information

• 커리어수준 - 사원. 5년이내
• 급여사항 - 면접 후 협의
• 고용형태 - 정규직
• 경력여부 - 경력

Guidelines for Applicants

• 전형방법
  

  서류전형 → 1차면접 → 2차면접 → 필요시 3차 면접까지 진행
  (접수순서에 따라 서류전형을 거쳐 면접이 진행되오니, 빠른 지원 바랍니다.)

• 제출서류
  

  국/영문 이력서&자기소개서를 제출해주시기 바랍니다.
  - 로크웰오토메이션코리아의 해당 포지션 채용에 지원하는 동기를 반드시 작성
  - 양식: 1개의 MS Word 파일로 작성
  - 이력서/메일 제목: [지원 포지션] 성명
  - 각종 증빙서류는 최종합격자에 한해 추후 제출

• 접수방법
  • 홈페이지  https://rockwellautomation.wd1.myworkdayjobs.com/en-US/External_Rockwell_Automation/details/Customer-Service-Specialist_R23-4051-1
• 마감일
  채용시까지
• 채용담당
• 인사담당자 / +82-2-2188-4468 /recruit_rak@ra.rockwell.com

The others

면접은 서류전형 합격자에 개별통지 합니다.
국가보훈대상자와 신체장애자는 관련서류 제출시 관계법에 따라 우대합니다.
모든 서류는 반드시 MS Word로 작성해 주시기 바랍니다.

입사지원서 내용에 허위사실이 판명될 경우 입사가 취소될 수 있습니다.
기타 문의사항은 E-mail로 문의 부탁드립니다.