Customer Service Support 2

We are looking for a Staff Customer Service Representative (Staff CSR) that will be part of our Shared Service Centers across the globe, providing services & support to our customers. Come join the team!

As Staff CSR you will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and eye for business.

In this Role, Your Responsibilities Will Be:

• Understand and interact with a variety of departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
• Support sales opportunity management cycle for the customers by fulfilling operational requests.
• Provide differentiated operational support through our business model (Tiering) throughout the sales and post-sales cycle.
• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels. 
• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.
• Create and handle customer data records to ensure proper data integrity of our customer records.
• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
• Exercise excellent decision-making during customer interactions or critical issues, as well as guiding the customer in line with company direction by involving cross-functional members.
• Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
• Maintain an excellent record of accuracy and independence especially for the quote and order management tasks.
• Partner with various teams and functions to deliver an effortless experience for the customers.
• Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

 

Who You Are: 

You establish and maintain effective customer relationships. You readily learn and adopt new technologies. You identify and seize new opportunities.

 

For this Role, You Will Need:

• Technical High School degree or equivalent experience, or actively studying a university career (please see the related careers mentioned in the following point).
• University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education)

 

Preferred Qualifications that Set You Apart:

• Understanding of KCS methodology or other knowledge management methodologies. 
• Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field.
• Expertise in Account Management and differentiated account treatment strategy.
• Ability to work full-time and able to work overtime as business needs require. 
• Advanced English language level - reading, writing, and verbal communication skills (high level of proficiency in other languages may be required according to the business need).
• Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders, service, or other general inquiries.
• Proficient in computer usage and a variety of basic skills. 
• Strong customer service demeanor, positive outlook, excellent work ethic and aim to succeed.
• Effective time management skills and a self-starter attitude. 
• Ability to take ownership of customer needs and demonstrate initiative and decision-making.
• Demonstrates interest in learning new business applications and enterprise software and in learning/improving processes. 
• Oracle and SFDC application experience is a plus. 

 

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 perspectives—be