Job Description
Position
The Senior Customer Service Representative (Senior CSR) is a key member of our Global Shared Service Centers, delivering high-quality support and seamless customer experience across the full customer lifecycle. This role combines operational excellence, customer relationship management, and cross-functional collaboration. The Senior CSR handles complex customer needs, leads high-impact initiatives, manages escalations, and supports sales processes to drive business results and customer satisfaction.
InThisRole,YourResponsibilitiesWillBe:
- Manage customer orders, product returns, and quotations with accuracy and efficiency
- Handle inbound and outbound customer interactions (phone, email, chat) to resolve inquiries and issues
- Support pre-sales and post-booking activities, ensuring timely order follow-up through to resolution
- Collaborate with internal stakeholders (sales, logistics, finance, and operations) to remove roadblocks and improve process flow
- Support the sales opportunity management cycle by fulfilling operational and customer-related requests
- Deliver consistent, high-quality customer experience by following standard processes and using tools such as Oracle, SFDC, and other internal systems
- Provide timely updates and follow-ups on open cases and customer requests
- Handle standard and non-standard customer inquiries related to order processes, supply chain impacts, and account information
- Maintain accurate customer data to ensure data integrity and compliance
- Manage escalations effectively and proactively identify continuous improvement opportunities
- Actively contribute during peak business periods (e.g., end of quarter) to support revenue maximization
- Make informed decisions during customer interactions and collaborate with cross-functional teams when required
- Coordinate post-booking activities such as order tracking, logistics arrangements, and customer communication
- Support and coach team members to promote knowledge sharing and best practices
- Lead or contribute to high-impact projects, ensuring delivery within scope, timeline, and quality expectations
WhoYouAre:
You build strong, trust-based relationships with customers and internal partners while working effectively across teams to achieve shared goals. You make sound, timely decisions based on analysis, even in complex or ambiguous situations. You take ownership of challenges and proactively drive solutions that improve outcomes and processes. You actively share knowledge and support the development of others to strengthen overall team performance.
ForThisRole,YouWillNeed:
- Bachelor’s degree or relevant experience in customer service or shared services
- Strong communication skills in English (written and verbal)
- Professional proficiency in French (written and verbal) to support customer interactions
- Experience in customer operations, preferably in a Shared Service Center environment
- Ability to manage multiple priorities in a fast-paced, results-driven environment
- Strong problem-solving and decision-making skills
- Customer-focused mindset with a high sense of ownership and accountability
- Effective time management and organizational skills
- Confidence in using digital tools, systems, and enterprise applications
- Flexibility to work within business hours (Monday–Friday) with occasional overtime based on business needs
PreferredQualificationsThatSetYouApart:
- Experience with Oracle, Salesforce (SFDC), or similar ERP/CRM systems
- Knowledge of KCS or other knowledge management methodologies
- Experience handling escalations and complex customer cases
- Background in process improvement or project participation/leadership
- 2–4 years of experience in a Shared Service Center environment
- Exposure to sales support or order management processes in a global organization
OurCultureandCommitmentToYou:
At Emerson, we are committed to fostering an inclusive and collaborative environment where every employee feels valued and empowered. We prioritize continuous learning, career growth, and innovation, enabling you to make a meaningful impact on our customers and business. You will be part of a diverse, global team that supports your development while delivering excellence together.
WHY EMERSON
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com
ABOUT EMERSON
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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