The Customer Service Representative will be part of our Shared Services Centers across the globe,  providing services & support to our customers. Representatives will be responsible for processing  customer orders and product returns, quotations, handling inbound customer calls, and outbound  calls to resolve customer queries/issues, providing order status/follow-up until resolution, and administrative sales support required for delivering a high-quality customer experience. Customer Service Representatives can be allocated to a Tier/Account team to build customer intimacy and business acumen.

In this Role, Your Responsibilities Will Be:

Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks. Support sales opportunity management cycle for broad-based customers by fulfilling operational requests. Provide differentiated operational support through NI’s 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 with consistent speed and accuracy 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 channels, like phone, email, and chat.  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 manage customer data records to ensure proper data integrity of our customer records.  Drive critical issue and continuous improvement for Core Customer Operations organization. Decision-making across the customer interactions, critical issues, guiding the customer to the company direction, involving the cross-functional members. Post-booking Support Sales requested Report (eg: Backlog report) TC review, Acceptance, Logistics arrangement, and following up with the customer
  Who You Are:
You provide timely and effective information to individuals across the organization. You build and deliver solutions that meet customer expectations. You acquire data from multiple and diverse sources when solving problems.
  For This Role, You Will Need: Technical High School degree or equivalent experience, or actively studying an university career. Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm CST Monday-Friday.  Availability to work overtime as business needs require. Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+).  Must be able to communicate effectively with customers and internal departments from the United States, Canada, and Latin America regarding their product orders, service, and other customer inquiries about their transactions. Proficient in computer usage and a variety of basic skills.  Strong customer service attitude, 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. Effective problem solver. Demonstrates interest in learning new business applications and enterprise software. Exhibits a strong inclination towards learning and improving processes. 
  Preferred Qualifications that Set You Apart: Understanding of KCS methodology or other knowledge management methodologies.   Expertise in Account Management and differentiated account treatment strategy.  University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education). Between 2-3 years of experience in Share Service Centers.  Oracle and SFDC application experience is a plus.  
  Our Offer To You:
We recognize the importance of employee wellbeing and know that to do your best you should have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage.  Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more.  Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives.  We believe a diverse and inclusive work environment gives to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The 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 about Diversity, Equity, & Inclusion at Emerson.