Customer Service Support - Order Management Analyst

Job ID - 26008314

COE- Order Management Analyst/Customer Service

Business Group: Isolation Valves

Primary Work Location: Talegaon Pune

Job Summary

Order Management Analyst/Customer Service at Emerson Automation Solutions Isolation Valves, responsible for supporting Isolation Valve and Actuation products.

Highly motivated and detail-oriented professional with over 3 years of experience in customer care and project coordination. Demonstrated success in managing end-to-end client relationships, resolving complex issues, and supporting cross-functional teams to deliver high-impact projects on time and within budget. Adept at balancing multiple priorities in dynamic environments while maintaining a strong focus on customer satisfaction and operational efficiency.

The job holder is responsible for managing KOB3 and Tier-1 customer orders by serving as the primary interface between customers and global manufacturing facilities. The position ensures effective end-to-end order execution by coordinating customer requirements, managing change orders, providing proactive order status updates, and overseeing logistics activities to support on-time delivery. Additionally, the role contributes to sales revenue forecasting and supports overall customer satisfaction and operational performance. The position is based in Talegaon, Pune, India, and reports to the Customer Service Manager

In This Role, Your Responsibilities Will Be:

• Act as the interface between factories, sales offices (LBPs), and customers for KOB3 and Tier-1 orders, with the authority to resolve order-related issues.
• Proactively manage customer accounts and backlog for the assigned region, with the authority to escalate critical issues affecting delivery.
• Forecasting & Achieving the Sales POR commitment for the assigned Region/ Backlog
• Handle all post order dispute with effective cross functional communication. Identify and support continuous improvement initiatives in order management
• Customer co ordination for small orders like checking on payment collection, shipment arrangements and preparing shipment documents.
• Co ordinating with internal stake holders multilanguage cross support team to do sales recognition in system.

Planning & Execution:

• Proactively collaborate with global factories through effective milestone planning, identifying critical paths and mitigating execution risks to minimize past-due orders and achieve RDSL/PDSL target.
• Monitor order progress to ensure alignment with both promised and requested delivery schedules
• Maintain proactive communication with customers by providing regular order status updates and promptly addressing delivery issues or delays with defined recovery plans
• Submission of Documentation to customers for Approval/Reference wherever required.
• Coordinate inspection activities between factories and customers to ensure compliance with order and quality requirements.
• Manage end-to-end logistics activities, ensuring shipments are executed in accordance with customer purchase order terms and company guidelines.
• Provide shipment notifications and required shipping documentation to customers to facilitate timely cargo clearance at destination and avoid demurrage charge.
• Upon completion of applicable Incoterm obligations, collaborate with the Order Administration team to close orders with Proof of Delivery in line with PO terms and company financial guidelines.
• Work with finance, both factorys as well as local team, to minimize GITs, & quick closure of outstanding payment issues & liquidated damages.

Contracts & Order Management:

• Ensure thorough understanding and adherence to order Terms and Conditions in line with company guidelines, including payment terms and applicable Incoterms
• Comply with local and international trade compliance procedures in accordance with company policies for all transactions.
• Monitor payment receipts in coordination with finance and follow up with customers and regional sales teams to address any payment delays.
• Provide timely technical and application support in response to customer inquiries.
• Manage customer to change orders effectively to support improved financial outcomes and order performance.

Who You Are:

• Action Oriented
• Communicates Effectively
• Collaborates
• Customer Focus
• Plans and Aligns
• Strong Communications
• Pro active
• Adaptive

This Role, You Will Need:

Professional Degree Requirements (i.e., Engineering, Business Admin, etc.):

• Bachelors degree in business, STEM related field or equivalent experience

For this job you will need:

• Graduation in business related field or equivalent with minimum of five to seven years relevant experience in customer facing role.
• Expertise in a variety of software programs including customer relationship management MS office and ERP software.
• Experience in Oil & Gas / OEM/Valve or in any other similar Industry
• Ability to comprehend technical specifications.
• Strong customer support skills.
• Excellent verbal and written communications skills.
• Ability to multi-task and manage competing priorities.
• Effective management of emails & closure of critical issues on time.
• Interpersonal Savvy with ability to effectively communicate and collaborate interdisciplinary in a multicultural environment.
• Ensures Accountability (Managing & Measuring work)

Preferred Qualifications

• Knowledge in Oracle is preferable
• Knowledge of International Logistics Incoterms, Payment Terms, & VAT of Europe & Middle East is preferred.

Languages

• English

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectivesbecause we know that phenomenal ideas come from great teams. Our dedication to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.