In This Role, Your Responsibilities Will Be:
- Manage customer orders, quotations, product returns, and customer account-related requests with a high level of accuracy.
- Handle inbound and outbound customer interactions through phone, email, and chat channels to resolve inquiries and provide timely support.
- Support customers throughout the sales opportunity lifecycle by fulfilling operational requests and removing process roadblocks.
- Partner with internal departments to ensure seamless execution of customer requirements and resolution of complex issues.
- Deliver differentiated customer support aligned with account and business priorities throughout the sales and post-sales cycle.
- Maintain customer records and master data, ensuring data integrity and compliance with internal standards.
- Provide order status updates, logistics coordination, acceptance support, contract review assistance, and other post-booking activities through successful resolution.
- Support both standard and non-standard customer requests related to orders, supply chain impacts, account management, and service inquiries.
- Utilize business systems and tools, including Oracle, Salesforce (SFDC), Outlook, and other internal applications to execute processes effectively.
- Drive escalations when needed and contribute to continuous improvement initiatives within Customer Operations.
- Participate actively in revenue maximization efforts, particularly during End-of-Quarter (EOQ) activities.
- Demonstrate strong decision-making skills and collaborate with cross-functional teams to achieve positive customer outcomes.
- Maintain excellent levels of productivity, quality, and process compliance while working independently.
- Share best practices and coach team members to promote operational excellence and knowledge sharing.
Who You Are:
You consistently build partnerships and work collaboratively with others to meet shared objectives. You communicate clearly and effectively in a variety of settings, adapting your approach to different audiences. You take ownership of challenges, make sound decisions based on available information, and follow through on commitments. You continuously seek opportunities to improve processes, learn new skills, and contribute to a culture of excellence and customer success.
For This Role, You Will Need:
- Bachelor's degree or equivalent combination of education and relevant customer service experience.
- Experience supporting customer service, customer operations, shared services, order management, or related business functions.
- Advanced English communication skills, both written and verbal.
- Strong customer service mindset with a commitment to delivering outstanding customer experiences.
- Ability to manage multiple priorities while maintaining accuracy and attention to detail.
- Excellent problem-solving, decision-making, and organizational skills.
- Proficiency with Microsoft Office applications and general business systems.
- Ability to work independently while collaborating effectively across teams and departments.
- Strong ownership mentality with a proactive and solution-oriented approach.
- Ability to learn new technologies, applications, and business processes quickly.
- Flexibility to support business demands, including occasional overtime when required.
Preferred Qualifications That Set You Apart:
- Additional language proficiency in German, French, or Italian is highly preferred and will be considered a strong advantage.
- 2+ years of experience in a Shared Services Center, Customer Operations, Order Management, or Customer Service environment.
- Experience working with Oracle, Salesforce (SFDC), or similar enterprise systems.
- Understanding of Knowledge-Centered Service (KCS) or other knowledge management methodologies.
- Experience in account management and differentiated customer support strategies.
- Familiarity with order-to-cash processes and supply chain-related customer support activities.
- Experience identifying process improvement opportunities and driving operational efficiencies.
Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We cultivate an environment that encourages innovation, collaboration, and diverse perspectives because we know that great ideas come from great teams. We are committed to providing opportunities for professional development, fostering an inclusive culture where everyone can thrive, and supporting our employees in achieving both personal and professional success. By joining Emerson, you will be part of a global organization dedicated to making a meaningful impact for our customers, communities, and each other.