Manager International Customer Service

The Manager of International Customer Service will lead the Professional Tools International Customer Service department to deliver world-class service with every interaction. In this role, you will manage the International Customer Service team and order management functions to deliver quality customer care and to comply with all international trade requirements. Primary responsibilities include international order process management, people management, and customer satisfaction.

Emerson’s global Professional Tools business is an equal opportunity employer, offering the broadest portfolio of reliable tools and technologies for those working in mechanical, electrical, and plumbing trades! With unparalleled expertise from RIDGID, Greenlee, and Klauke, we deliver trusted products to handle the industries’ toughest challenges.

AS A MANAGER OF INTERNATIONAL CUSTOMER SERVICE, YOU WILL:

• Professionally represent the company in all interaction, and interface between the customer and internal operations to problem solve and provide customer service.
• Problem-solve and develop solutions to meet changing business needs and actively pursue continuous improvements.
• Manage processes to ensure efficient, high-quality service for international customers.
• Establish and manage department norms.
• Maintain department work instructions, policies, processes, and training documents.
• Provide oversight and work with trade compliance and IT to provide customers with required international trade information and documents.
• Manage the International Customer Service team by creating an inclusive, highly engaged team, where employees are valued, trusted, and empowered.
• Develop and manage processes to capture customer feedback (CRM 360Insight) to provide the business with quantifiable, objective information to prioritize operational changes that will drive customer experience improvements.
• Serve as the point of contact for customer escalations and the face of the company to international customers.
• Manager orders and execute sales order policies, and ensure accurate processing of orders and 360 cases.
• Own international and intercompany customer service and order processing.
• Coach and develop, define training expectations, monitor performance and productivity, assign responsibilities, and complete formal performance evaluations.
• Manage schedules, evaluate, and approve overtime requests, vacations, and other absences.
• Serve as the subject matter expert on international order processing and adhere to all trade compliance requirements.
• Other related duties and projects as assigned. Periodic travel to other Professional Tools sites, distributors, and customers.
• Establish and monitor functional and team KPIs to improve customer experience.

REQUIRED EDUCATION, EXPERIENCE, & SKILLS:

• At least five (5) years of experience in customer service
• Strong organizational skills
• Strong Microsoft Office and general computer skills including Outlook, Teams, Excel, Word, PowerPoint, and SharePoint
• Ability to multi-task and perform in a fast past
• Ability to work independently and as a team
• Bachelor’s degree in business or another related field or equivalent working experience
• At least two (2) years of experience managing or supervising a team
• Excellent written and verbal communication skills required

PREFERRED EDUCATION, EXPERIENCE, & SKILLS:

• Plumbing or Electrical industry experience
• Familiarity with international trade compliance processes and regulations
• At least five (5) years of International Customer Service and order management experience in a manufacturing industry
• Call center phone management systems knowledge
• Experience with JDE

Flexible Work Schedule – Remote Work Option and Core Hours
This role has the flexibility of a remote work option up to three days a week and a core hour schedule. You can choose to flex your start and stop times given you are working during the core hours of 9:00am - 3:00pm. Our teams work together to ensure our chosen work schedules enable our creativity and productivity as we serve the needs of our customers.

Why Work in the Greater Cleveland Area
Our facility is located in Elyria, OH (our world headquarters), which is conveniently located within driving
distance to Cleveland. The area’s generally low costs of living, excellent school systems, and low crime
rates create a family-friendly environment. The area is home to several growing communities with
restaurants, festivals, shopping, and arts scenes that make them exciting places to live and work.

About Our Location
Since the invention of the modern pipe wrench in 1923, the 25-acre RIDGID world headquarters in Elyria,
OH has been developing tools that help trades professionals tackle jobs faster, safer, and more
accurately. Today, more than 600 employees work in 734K sq. ft. of office and manufacturing space. The
campus is also home to a factory tool service center and a state-of-the-art “schoolhouse” training center
that educates and trains hundreds of tradespersons annually. In addition to the iconic wrench, the
campus manufactures RIDGID battery hydraulic tools, pipe and electrical tools, and drain cleaning
components, as well as Greenlee step bits and knock-out tools. Emerson’s Professional Tools business
provides the industry’s broadest portfolio of advanced, reliable tools and technologies for the mechanical,
electrical, and plumbing trades.

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WHY EMERSON

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: We drive innovation that makes the world healthier, safer, smarter, and more sustainable.

We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this Purpose to life while competing and leading in a global economy.

Our training programs focus on end-to-end development, from onboarding through senior leadership.

Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us!

Flexible and competitive benefits plans offer you the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k), tuition reimbursement and more. We also provide you flexible time-off plans, including paid parental leave, vacation, and holiday leave.

Our Commitment to Diversity, Equity & Inclusion

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives – and that reflects the world around us. We believe a diverse, equitable and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers.

This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and Diversity, Equity & Inclusion at Emerson .

Work Authorization

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: [email protected] .

ABOUT EMERSON

Emerson is a leading global technology, software and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.

Our Automation Solutions business helps process, hybrid and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.

Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.

We help customers in the world’s most essential industries solve the biggest challenges of modern life.

Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation.

Our Causes – Planet, Humanity, Champion, Inclusion and Future – shape, define and fuel Emerson’s culture while inspiring our innovative spirit and driving our focus.

Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or recently received your master’s degree, you’ll find opportunities with us. Join our team and start your journey today!

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