The Senior Customer Service Representative (Senior CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Senior CSR will be responsible for managing customer orders, product returns, quotations, inbound/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:

• A Senior CSR will be responsible for managing customer orders / product returns and quotation related questions, inbound (outbound) customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.
• Manage/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.
• 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 manage customer data records to ensure proper data integrity of our customer records.
• Drive escalation and continuous improvement for Customer Operations organization.
• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
• Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.
• Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
• Coach other team members when needed, to ensure the good practices are well-circulated within the team
• Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA, quality of work, and daily productivity standard.
• Portray a high level of independence when performing operational tasks and having the ability to coach others to success.
• Partner with various teams and functions to deliver an effortless experience for the customers.
• Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

Who You Are: You readily action new challenges, without unnecessary planning. You persist in accomplishing objectives despite obstacles and setbacks.You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.

For This Role You Will Need:

• Bachelor's degree completed, or relevant customer service experience.
• Preferred: Understanding of KCS methodology or other knowledge management methodologies.
• Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field.
• Preferred: Understanding of KCS methodology or other knowledge management methodologies.
• Preferred: Expertise in Account Management and differentiated account treatment strategy.
• Advanced Italian and intermediate English language level - reading, writing, and verbal communication skills.
• Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders, service, or other general inquiries.
• Proficient in computer usage and a variety of basic skills.
• Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
• Effective time management skills and a self-starter attitude.
• Ability to take ownership of customer needs and demonstrate initiative and decision-making.

Preferred Qualifications That Set You Apart:

• Demonstrates aptitude for learning new business applications and enterprise software.
• Demonstrates aptitude for and interest in learning/imp

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.