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 Offer to You:
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspire innovation and brings the best solutions to our customers. We’re emphasizing a culture of togetherness – one that builds community, prioritizes collaboration and continuous improvement.
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.
Moreover, our global volunteer employee resource groups will empower you to connect with peers that share the same interest, promote diversity and inclusion and positively contribute to communities around us.
We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to create a workplace that is supportive and rewarding. Our work schedule aims at creating new levels of growth, build a stronger community and provide greater professional development for our employees.
Make this great opportunity yours!