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 and customer-focused experience.
Who You Are
You build partnerships and work collaboratively with others to meet shared objectives. You consistently analyze complex situations, evaluate available information, and make sound decisions that balance customer needs with business priorities. You adapt your approach in response to changing circumstances and demonstrate resilience when managing competing priorities. You actively develop and share knowledge with others, helping teams improve performance while fostering a culture of continuous learning and operational excellence.
For This Role, You Will Need
Bachelor's degree or equivalent combination of education and customer service experience.
Experience supporting customers in a shared services, customer operations, customer support, or order management environment.
Strong verbal and written communication skills in English.
Ability to manage customer interactions professionally across multiple communication channels.
Strong customer focus with the ability to handle complex inquiries and escalations.
Demonstrated decision-making, problem-solving, and risk assessment capabilities.
Ability to work independently while managing multiple priorities in a fast-paced environment.
Strong organizational and time management skills.
Proficiency with business systems and standard office applications.
Ability to learn new technologies, business applications, and operational processes quickly.
Flexibility to work a full-time schedule within business operating hours and support additional business requirements when needed.
Preferred Qualifications That Set You Apart
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.
Our Culture and Commitment To You
At Emerson, we are committed to fostering an inclusive, collaborative, and purpose-driven workplace where every employee can grow and succeed. We value diverse perspectives, encourage continuous learning, and empower our teams to make meaningful contributions to our customers and communities. Through professional development opportunities, global collaboration, and a culture built on respect and innovation, we create an environment where people can do their best work while making a positive impact.
