Program Manager

Job ID - 25028467

Customer Care Engineer

Job Summary

If you are a customer service and project management professional passionate about delivering exceptional customer experience, we have an exciting opportunity for you at Emerson! We are seeking a Customer Care Executive to join our Planning and Customer Care Department. In this role, you will act as the primary point of contact between customers and internal teams for all KOB3 business, handled by ISV Pune Plant. You will be responsible for managing multiple customer projects, ensuring timely communication, adherence to schedules, and achievement of financial and delivery goals.

You will collaborate cross-functionally with Planning, Quality, Logistics, and Documentation teams to ensure seamless order execution and maintain customer satisfaction through proactive communication and issue resolution.

We value individuals who are customer-centric, detail-oriented, and capable of managing complex project requirements while fostering strong professional relationships. If you take pride in exceeding customer expectations and driving operational excellence, we encourage you to apply!

In This Role, Your Responsibilities Will Be:

• Order Review and Acceptance

  : Review new customer orders and submit Order Acceptance in line with factory standards and quoted lead times.

• Project Coordination

  : Lead internal and external communication meetings to align all functions and ensure smooth execution of orders within delivery commitments.

• Customer Communication

  : Serve as the primary interface between the plant and the customer, providing regular updates on order status, project milestones, and progress through weekly reports and meetings with global customers.

• Documentation Management

  : Handle submission and approval of customer documents such as GAD, ITP, WID, packing slips, and QA records. Coordinate with customer purchase and sales teams to ensure formal shipment clearance and clarify shipment modes.

• LD Monitoring and Risk Management

  : Track orders with Liquidated Damages (LD) clauses, ensuring readiness to avoid penalties. Engage with stakeholders for LD negotiation or waiver well in advance when delays are anticipated.

• Financial Accountability

  : Manage margin uplift opportunities through timely change order management, documentation submission, and obtaining customer approvals.

• Escalation and Issue Resolution

  : Act as a focal point and escalation contact for customer and internal project-related issues, ensuring quick and effective resolution.

• Logistics Coordination

  : Collaborate with Planning, Packing, and Logistics teams to expedite shipments once materials are ready, minimizing lead time.

• Customer Satisfaction

  : Ensure order completeness and correctness to enhance customer satisfaction.

Who You Are:

You are a proactive and customer-focused professional who thrives on building strong relationships and ensuring smooth order execution. With a sharp eye for detail and excellent communication skills, you manage multiple projects simultaneously, balancing customer expectations with organizational goals. You anticipate issues before they arise, coordinate across functions effectively, and maintain composure under pressure. Your commitment to timely delivery, documentation accuracy, and financial accountability helps foster long-term customer trust.

For This Role, You Will Need:

• BE / Diploma in Engineering with a minimum of 3-6 years of experience in the Process Control or Manufacturing industry, preferably in customer care or project coordination roles.
• Strong understanding of order management, documentation control, and customer communication processes.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and exposure to ERP systems for order tracking and reporting.
• Excellent verbal and written communication skills with the ability to handle customers across global regions.
• Proven ability to coordinate cross-functionally with Planning, Quality, Logistics, and Sales teams.
• Strong time management and organizational skills to manage multiple priorities and tight deadlines.
• Problem-solving skills with the ability to identify risks early and drive resolution collaboratively.

Preferred Qualifications that Set You Apart:

• Experience in Project Management and direct customer interfacing in a manufacturing or engineering environment.
• Knowledge of export documentation, incoterms, and shipment coordination will be an advantage.
• Ability to interpret technical documents (GAD, ITP, WID) and coordinate approval processes with customers.
• Exposure to LD management and change-order handling processes.
• Strong business acumen and analytical skills to assess project health and financial performance.
• A customer-centric mindset combined with the ability to balance commercial and operational objectives effectively.