The Senior Customer Service Support will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Senior CSS will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen.

In This Role, Your Responsibilities Will Be:

• 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.

Who You Are:

You promote high visibility of shared contributions to goals. You quickly and significantly take action in constantly evolving, unexpected situations. You actively seek input from pertinent sources to make timely and well-informed decisions. You handle the risk that comes with moving forward when the outcome is not certain.

For This Role, You Will Need:

• Meet critical metrics to ensure consistent customer experience across all channels.
• Portray a high level of independence and able to make decision when performing operational tasks
• Partner with various teams and functions to deliver a customer-effortless experience.
• Influence customers during the buying process and become a trusted advisor to enable our self-service and digital channels.
• Coordinate activities within a team/project

Preferred Qualifications that Set You Apart:

• 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+)
• Able to connect with customers regarding their product orders, service, and other customer inquiries about their transactions.
• 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.

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.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.