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 l earn their operations by visiting / perfor ming your role at their offices. Support In country teams to a ctively promote u tilization 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.
