In This Role, Your Responsibilities Will Be:
- Manage customer orders, product returns, quotations, and pre-sales and post-booking activities with a high degree of accuracy and attention to detail.
- Handle inbound and outbound customer interactions across phone, email, and chat channels to resolve inquiries and provide timely support.
- Partner with sales teams by supporting opportunity management activities and fulfilling operational requests throughout the customer lifecycle.
- Collaborate with multiple departments, systems, and business processes to remove obstacles and help customers achieve their goals efficiently.
- Provide differentiated operational support aligned with customer needs and business requirements.
- Deliver a consistent and positive customer experience by following established processes, service standards, and operating procedures.
- Respond to standard and complex customer inquiries related to orders, account information, product availability, logistics, and process changes.
- Create, maintain, and update customer records to ensure data integrity and accuracy across business systems.
- Support continuous improvement initiatives, identify opportunities for process enhancements, and appropriately escalate issues when needed.
- Participate in business-critical activities that support revenue performance, including end-of-quarter operational priorities.
- Exercise sound judgment and decision-making during customer interactions and escalations while engaging cross-functional partners as appropriate.
- Manage post-booking activities including order status updates, follow-up actions, logistics coordination, acceptance processes, and issue resolution.
- Maintain high levels of productivity, quality, and accuracy while working independently.
- Share knowledge, provide guidance, and coach team members to promote best practices and team success.
- Meet defined service level agreements (SLAs), quality standards, productivity targets, and key performance indicators (KPIs).
Who You Are
You build partnerships and work collaboratively with others to meet shared objectives. You gain the confidence and trust of others through honesty, integrity, and authenticity. You consistently deliver results, even in challenging situations, by maintaining a customer-focused and solution-oriented mindset. You actively seek opportunities to improve processes, learn new approaches, and adapt quickly to changing business needs while balancing multiple priorities effectively.
For This Role, You Will Need:
- Bachelor's degree or equivalent combination of education, training, and relevant customer service experience.
- Experience in customer service, customer operations, shared services, order management, or a related business support environment.
- Strong written and verbal English communication skills.
- Ability to communicate professionally and effectively with customers and cross-functional teams.
- Customer-focused approach with strong problem-solving and relationship-building skills.
- Ability to take ownership of tasks and customer needs while demonstrating sound judgment and initiative.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- Proficiency in using business applications, productivity tools, and customer support systems.
- Ability to learn new technologies, processes, and enterprise software platforms.
- Commitment to delivering high-quality work with accuracy, consistency, and attention to detail.
- Flexibility to support business requirements, including additional hours when needed.
Preferred Qualifications That Set You Apart:
- Experience working in a Shared Services Center, Customer Service, Customer Operations, Order Management, or Sales Support environment.
- Knowledge of Knowledge-Centered Service (KCS) or other knowledge-management methodologies.
- Experience in account management practices and differentiated customer engagement strategies.
- Familiarity with Oracle, Salesforce (SFDC), and other customer relationship or enterprise resource planning systems.
- Experience supporting customers through multiple communication channels, including phone, email, and chat.
- Additional language proficiency that supports customer and business needs.
- Experience contributing to process improvement initiatives and operational excellence programs.
- Demonstrated ability to coach, mentor, or support the development of team members.
Our Culture and 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—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.