Customer Service Representative

In This Role, Your Responsibilities Will Be:

• Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.
• 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 the 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 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 manage customer data records to ensure proper data integrity of our customer records.
• Drive escalation and continuous improvement for Customer Operations organization.
• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
• Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the 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.
• Coach other team members when needed, to ensure the good practices are well-circulated within the team.

 Who You Are:  You readily action new challenges, without unnecessary planning. You persist in accomplishing objectives despite obstacles and setbacks.You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.

For This Role, You Will Need:

• Bachelor's degree completed, or relevant customer service experience.
• Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field.
• 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 attitude, positive outlook, excellent work ethic and drive 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 aptitude for learning new business applications and enterprise software.
• Demonstrates aptitude for and interest in learning/improving processes.
• Oracle and SFDC application experience is a plus.

Preferred Qualifications That Set You Apart:

•    professional French/German or any additional language knowledge

•    Preferred: Understanding of KCS methodology or other knowledge management methodologies.

•    Preferred: Understanding of KCS methodology or other knowledge management methodologies.

•    Preferred: Expertise in Account Management and differentiated account treatment strategy.
 

Our Culture & 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. ​
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.