Customer Service Representative

Job Description

The Senior Customer Service Representative (Senior CSR) plays a vital role in our global Shared Service Center, providing outstanding support and service to customers throughout their sales and post-sales experiences. In this position, you will handle complex customer interactions, manage escalations, oversee order management processes, and spearhead initiatives for operational improvements. Collaboration with cross-functional teams will be essential as you strive to enhance customer satisfaction, improve process efficiencies, and facilitate business growth while being a reliable resource for both customers and team members.

Your Responsibilities Will Include:

• Accurately and efficiently manage customer quotations, orders, product returns, repairs, and related transactions.
• Address inbound and outbound customer interactions via phone, email, and chat, resolving inquiries and issues effectively.
• Assist in pre-sales and post-booking activities, such as providing order status updates, coordinating logistics, conducting contractual reviews, and ensuring follow-up until resolution.
• Collaborate with Sales and other cross-functional teams to assist with opportunity management and fulfill operational customer requests.
• Utilize various business systems and processes to eliminate barriers and deliver timely solutions tailored to customer needs.
• Provide specialized operational support in line with customer and account specifications.
• Maintain a high-quality customer experience by adhering to established processes, policies, and service standards consistently.
• Manage and update customer records to ensure data accuracy and integrity.
• Assist with both standard and complex customer inquiries regarding order creation, modifications, supply chain impacts, and account information.
• Lead initiatives for continuous improvement and support escalation management within the Customer Operations team.
• Contribute to efforts aimed at maximizing revenue, especially during end-of-quarter business cycles.
• Exercise sound judgment and decision-making when addressing customer issues, business risks, and escalations.
• Provide coaching and support to team members by sharing best practices and operational insights.
• Oversee high-impact projects, assess risks, and drive execution to meet project goals within defined timelines.
• Work collaboratively with internal stakeholders to ensure a seamless, customer-centered experience.
  
  

Who You Are:

You excel in building partnerships and collaborating with others to achieve common goals. You adeptly analyze complex situations, assess available information, and make informed decisions that balance customer needs with business objectives. Your adaptability allows you to modify your approach in response to changing conditions, and you demonstrate resilience in managing competing priorities. You are committed to developing and sharing knowledge, helping to enhance team performance while promoting a culture of continuous learning and operational excellence.

For This Role, You Will Require:

• A Bachelor's degree or an equivalent combination of education and customer service experience.
• Experience in supporting customers within a shared services, customer operations, customer support, or order management context.
• Excellent verbal and written communication skills in English.
• The capability to handle customer interactions professionally across various communication channels.
• A strong customer focus, with the ability to manage complex inquiries and escalations effectively.
• Proven decision-making, problem-solving, and risk assessment skills.
• The ability to work independently while juggling multiple priorities in a dynamic environment.
• Exceptional organizational and time management abilities.
• Proficiency in business systems and standard office applications.
• A quick learner with the capacity to grasp new technologies, business applications, and operational processes swiftly.
• Flexibility to work a full-time schedule during business hours and accommodate additional business needs when necessary.
  
  

Preferred Qualifications That Distinguish You:

• Experience in a Shared Service Center setting.
• Familiarity with Knowledge-Centered Service (KCS) or other knowledge management methodologies.
• Experience utilizing Oracle, Salesforce (SFDC), or similar enterprise platforms.
• Proficiency in Mandarin Chinese, Korean, or Japanese in addition to English.
• Experience in supporting global customers and cross-functional business operations.
• A demonstrated ability to mentor team members and drive process improvements.
• Experience leading projects, change initiatives, or efforts aimed at operational enhancement.
  
  

Our Culture and Commitment To You:

At Emerson, we are dedicated to cultivating an inclusive, collaborative, and purpose-driven workplace where every employee can thrive and succeed. We value diverse perspectives, promote continuous learning, and empower our teams to make meaningful contributions to our customers and communities. Through opportunities for professional development, global collaboration, and a culture built on respect and innovation, we create an environment where individuals can perform at their best while making a positive impact.