Senior Customer Service Representative
No salary listed
Mid, Senior
Bachelor's
Bayan Lepas, Penang, Malaysia
In Person
Customer Experience & SupportCustomer Support
About the job
Requirements
- A bachelor's degree or an equivalent combination of education and customer service experience is required.
- Experience supporting customers in a shared services, customer operations, customer support, or order management environment is required.
- Strong verbal and written communication skills in English are required.
- Ability to manage customer interactions professionally across multiple communication channels is required.
- Strong customer focus and the ability to handle complex inquiries and escalations are required.
- Demonstrated decision-making, problem-solving, and risk assessment capabilities are required.
- Ability to work independently while managing multiple priorities in a fast-paced environment is required.
- Strong organizational and time management skills are required.
- Proficiency with business systems and standard office applications is required.
- Ability to learn new technologies, business applications, and operational processes quickly is required.
- Flexibility to work a full-time schedule within business operating hours and support additional business requirements when needed is required.
Responsibilities
- Manage customer quotations, orders, product returns, repairs, and related transactions accurately and efficiently.
- Handle inbound and outbound customer interactions across phone, email, and chat channels to resolve inquiries and issues.
- Support pre-sales and post-booking activities, including order status updates, logistics coordination, contractual reviews, acceptance activities, and follow-up through resolution.
- Partner with Sales and other cross-functional teams to support opportunity management and fulfill operational customer requests.
- Navigate multiple business systems and processes to remove obstacles and deliver timely solutions that meet customer needs.
- Provide differentiated operational support aligned with customer and account requirements.
- Ensure a consistent, high-quality customer experience by adhering to established processes, policies, and service standards.
- Manage and maintain customer records to ensure data accuracy and integrity.
- Support standard and complex customer inquiries related to order creation, modifications, supply chain impacts, and account information.
- Drive continuous improvement initiatives and support escalation management within the Customer Operations organization.
- Contribute to revenue maximization efforts, particularly during end-of-quarter business cycles.
- Exercise sound judgment and decision-making when addressing customer concerns, business risks, and escalations.
- Coach and support team members by sharing best practices and operational knowledge.
- Lead high-impact projects, evaluate risks, and drive execution to achieve project objectives within scope and timeline expectations.
- Collaborate effectively with internal stakeholders to deliver a seamless, customer-focused experience.
Desired Qualifications
- Experience in a Shared Service Center environment.
- Knowledge of Knowledge-Centered Service (KCS) or other knowledge management methodologies.
- Experience using Oracle, Salesforce (SFDC), or similar enterprise platforms.
- Proficiency in Mandarin Chinese, Korean, or Japanese in addition to English.
- Experience supporting global customers and cross-functional business operations.
- Proven ability to coach team members and influence process improvements.
- Experience leading projects, change initiatives, or operational improvement efforts.
About the company
Emerson Electric builds automation equipment and software for organizations that operate factories, utilities, and industrial facilities. Its instruments measure conditions such as pressure and flow, while valves, controllers, and software help operators regulate processes and track equipment performance. DeltaV manages industrial control systems, and the company also develops test and measurement tools used to validate electronic products. Customers pay for equipment, software licenses, and services that support installation, maintenance, and operation across a plant's life. Emerson was founded in 1890 and is headquartered in Clayton, Missouri, in the St. Louis area.
Company Size
10,001+
Company Stage
IPO
Headquarters
Clayton, Missouri
Founded
1890
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Simplify's Take
What believers are saying
- Cash generation supports investment: Emerson reported $1.323 billion in fiscal third-quarter free cash flow in August 2026.
- Leadership skills have dedicated support: Emerson's global learning centers run workshops including Leading at Emerson and Crucial Conversations.
- MBA graduates have a structured path: Emerson's leadership development programme rotates participants across businesses and departments over four years.
What critics are saying
- Restructuring affects employees: August 2026 filings show Emerson recorded $123 million in severance and benefits over nine months.
- Hardware margins face input costs: Emerson depends on electronics, rare earth metals, steel, and other industrial materials.
- Product failures carry industrial consequences: Emerson's valves, instruments, and control systems operate inside complex manufacturing processes.
What makes Emerson Electric unique
- Gas processing is a foothold: Emerson says 70% of the world's liquefied natural gas flows through its valves.
- Instrument choice stays open: Emerson's LabVIEW supports over 7,000 drivers for NI and third-party test hardware.
- Measurement coding has integrated assistance: LabVIEW's Nigel AI generates test code and gives advice inside the programming environment.
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Benefits
- Health Insurance
- Remote Work Options
- Flexible Work Hours
- Paid Vacation
- Parental Leave