Customer Service Representative

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 outbound customer calls to resolve customer queries/issues, providing order status/follow-up until resolution, and administrative sales support required to deliver 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 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 Core Customer Operations organization.

• Decision-making

• Decision-making across the customer interactions, escalations, guiding the customer to the company direction, involving the cross-functional members.

• Pre-sales and Post-booking Support

• Sales requested Report (eg: Backlog report)

• TC review, Acceptance, Logistics arrangement, and following up with the customer.

• Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs).

• Partner with various teams and functions to deliver a customer-effortless experience.

• Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

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:

• Technical High School degree or actively studying a university career (review the related careers in the following point).

• Preferred: University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education)

APAC & EMEA

• Bachelor's degree completed, or relevant customer service experience.

Preferred Qualifications that Set You Apart:

• Understanding of KCS methodology or other knowledge management methodologies. 

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

• Between 2-3 years of experience in Shared Service Centers. 

• 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 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 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. 

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.