Customer Service Representative

Emerson; India; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Emerson in India seeks a proactive Customer Operations professional to manage orders, quotations, returns, and account requests with high accuracy. You will handle inbound/outbound inquiries via phone, email, and chat, supporting the sales lifecycle and removing roadblocks to enable smooth execution.

You will collaborate with internal teams to resolve complex issues, maintain master data integrity, provide order updates and logistics coordination, and contribute to revenue maximization during

Qualifications

• Bachelor's degree or equivalent education and relevant customer service experience.
• Experience in customer service operations, order management or related functions.
• Advanced English communication skills, both written and verbal.
• Strong customer service mindset and commitment to delivering outstanding experiences.
• Ability to manage multiple priorities with accuracy and attention to detail.
• Excellent problem-solving, decision-making, and organizational skills.
• Proficiency with Microsoft Office applications and business systems.
• Ability to work independently while collaborating across teams and departments.
• Ownership mindset with proactive, solution-oriented approach.
• Willingness to learn new technologies and processes.
• Flexibility to support business demands, including occasional overtime.

Responsibilities

• Manage customer orders, quotations, product returns, and account-related requests with high accuracy.
• Handle inbound and outbound customer interactions via phone, email, and chat to resolve inquiries and provide timely support.
• Support customers throughout the sales opportunity lifecycle by fulfilling operational requests and removing roadblocks.
• Partner with internal departments to ensure seamless execution of customer requirements and resolution of complex issues.
• Deliver differentiated customer support aligned with account and business priorities throughout the sales and post-sales cycle.
• Maintain customer records and master data, ensuring data integrity and compliance with internal standards.
• Provide order status updates, logistics coordination, acceptance support, and post-booking activities through successful resolution.
• Support both standard and non-standard customer requests related to orders, supply chain impacts, and service inquiries.
• Utilize Oracle, Salesforce (SFDC), Outlook, and other internal tools to execute processes effectively.
• Drive escalations when needed and contribute to continuous improvement initiatives within Customer Operations.
• Participate in revenue maximization efforts, especially during End-of-Quarter activities.
• Demonstrate strong decision-making and collaborate with cross-functional teams to achieve positive outcomes.
• Maintain productivity, quality, and process compliance while working independently.
• Share best practices and coach team members to promote excellence and knowledge sharing.

Skills

Customer service mindset

Communication skills

Attention to detail

Data accuracy

Microsoft Office proficiency

Education

Bachelor's degree or equivalent

Tools

Oracle

Salesforce (SFDC)

Outlook

Job description

Job Description:

In This Role, Your Responsibilities Will Be:

• Manage customer orders, quotations, product returns, and customer account-related requests with a high level of accuracy.
• Handle inbound and outbound customer interactions through phone, email, and chat channels to resolve inquiries and provide timely support.
• Support customers throughout the sales opportunity lifecycle by fulfilling operational requests and removing process roadblocks.
• Partner with internal departments to ensure seamless execution of customer requirements and resolution of complex issues.
• Deliver differentiated customer support aligned with account and business priorities throughout the sales and post-sales cycle.
• Maintain customer records and master data, ensuring data integrity and compliance with internal standards.
• Provide order status updates, logistics coordination, acceptance support, contract review assistance, and other post-booking activities through successful resolution.
• Support both standard and non-standard customer requests related to orders, supply chain impacts, account management, and service inquiries.
• Utilize business systems and tools, including Oracle, Salesforce (SFDC), Outlook, and other internal applications to execute processes effectively.
• Drive escalations when needed and contribute to continuous improvement initiatives within Customer Operations.
• Participate actively in revenue maximization efforts, particularly during End-of-Quarter (EOQ) activities.
• Demonstrate strong decision-making skills and collaborate with cross-functional teams to achieve positive customer outcomes.
• Maintain excellent levels of productivity, quality, and process compliance while working independently.
• Share best practices and coach team members to promote operational excellence and knowledge sharing.

Who You Are:

You consistently build partnerships and work collaboratively with others to meet shared objectives. You communicate clearly and effectively in a variety of settings, adapting your approach to different audiences. You take ownership of challenges, make sound decisions based on available information, and follow through on commitments. You continuously seek opportunities to improve processes, learn new skills, and contribute to a culture of excellence and customer success.

For This Role, You Will Need:

• Bachelors degree or equivalent combination of education and relevant customer service experience.
• Experience supporting customer service, customer operations, shared services, order management, or related business functions.
• Advanced English communication skills, both written and verbal.
• Strong customer service mindset with a commitment to delivering outstanding customer experiences.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Excellent problem-solving, decision-making, and organizational skills.
• Proficiency with Microsoft Office applications and general business systems.
• Ability to work independently while collaborating effectively across teams and departments.
• Strong ownership mentality with a proactive and solution-oriented approach.
• Ability to learn new technologies, applications, and business processes quickly.
• Flexibility to support business demands, including occasional overtime when required.

Preferred Qualifications That Set You Apart:

• Additional language proficiency in German, French, or Italian is highly preferred and will be considered a strong advantage.
• 2+ years of experience in a Shared Services Center, Customer Operations, Order Management, or Customer Service environment.
• Experience working with Oracle, Salesforce (SFDC), or similar enterprise systems.
• Understanding of Knowledge-Centered Service (KCS) or other knowledge management methodologies.
• Experience in account management and differentiated customer support strategies.
• Familiarity with order-to-cash processes and supply chain-related customer support activities.
• Experience identifying process improvement opportunities and driving operational efficiencies.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We cultivate an environment that encourages innovation, collaboration, and diverse perspectives because we know that great ideas come from great teams. We are committed to providing opportunities for professional development, fostering an inclusive culture where everyone can thrive, and supporting our employees in achieving both personal and professional success. By joining Emerson, you will be part of a global organization dedicated to making a meaningful impact for our customers, communities, and each other.

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.

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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!