Account Operations Customer Service Representative

at  Emerson

The Account Operations 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 inbound customer calls, and outbound calls to resolve customer queries, complex issues, providing order status/follow-up until resolution, post-sales support, and administrative sales support required for delivering a high-quality customer experience. The Account Operations Customer Service Representatives can be assigned to a Tier/Account team to cultivate customer loyalty and enhance their intuition for business.

PREFERRED QUALIFICATIONS THAT SET YOU APART:

• Understanding of KCS methodology or other knowledge management methodologies.
• Expertise in Account Management and differentiated account treatment strategy.
• University bachelor’s degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education).
• Between 2-3 years of experience in Share Service Centers.
• Oracle and SFDC application experience is a plus.

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 with consistent speed and accuracy 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 channels, like phone, email, and chat.
• Support standard and non-standard customer inquiries regarding order process creation or modification, post sales services support, 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 resolution and continuous improvement for Core Customer Operations organization.
• Supporting decision-making during customer interactions, critical issues, advising customers towards company objectives, and collaborating with cross-functional team members.

FOR THIS ROLE, YOU WILL NEED:

• Technical High School degree or equivalent experience, or actively studying an university career.
• 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 and internal departments 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.
• Effective problem solver.
• Demonstrates interest in learning new business applications and enterprise software.
• Exhibits a strong inclination towards learning and improving processes.