Emerson

Senior Customer Service Support

Emerson

full-time

Posted on:

Location Type: Hybrid

Location: Bayan Lepas • Malaysia

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Job Level

Senior

Tech Stack

OracleSFDC

About the role

  • Handle/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 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 handle customer data records to ensure accurate data integrity of our customer records.
  • Drive blocking issue and continuous improvement for Customer Operations organization.
  • Handle post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
  • Mentor other team members when needed, to ensure the good practices are well-circulated within the team.

Requirements

  • Bachelor’s degree or equivalent experience, or relevant customer service experience
  • Preferred: Understanding of KCS methodology or other knowledge management methodologies
  • Minimum of 6+ years of experience in Share Service Centers
  • Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm Monday-Friday
  • Availability to work overtime as business needs require
  • Sophisticated English level to ensure excellent reading, writing, and verbal communication skills. (B2+)
  • Strong customer service demeanor, positive outlook, excellent work ethic and strive to succeed
  • Ability to take ownership of customer needs and demonstrate initiative and decision-making
  • Demonstrates skills for learning new business applications and enterprise software. Oracle and SFDC application experience is a plus
Benefits
  • Employee Assistance Program
  • Flexible time off plans
  • Paid parental leave (maternal and paternal)
  • Vacation and holiday leave
  • Variety of medical insurance plans
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer order processingdata integrity managementknowledge management methodologiescustomer service experienceoperational supportsales opportunity managementissue resolutioncontinuous improvementpost-booking activitiesorder status tracking
Soft Skills
communication skillscustomer service demeanorinitiativedecision-makingmentoringpositive outlookwork ethicflexibilityownershipteam collaboration
Certifications
Bachelor's degreeKCS methodology understanding