Customer Service Representative

Emerson Process Management Manufacturing (M) Sdn Bhd; Bayan Lepas; On-site; MYR 60,000 - 100,000; Full time

Job summary

Emerson Process Management Manufacturing (M) Sdn Bhd in Penang is seeking a Senior Customer Service Representative to support customers through the sales and post-sales journey, handling complex inquiries, order management, and escalations with accuracy and empathy.

You will collaborate with Sales and cross-functional teams to improve processes, ensure data integrity, and drive timely resolutions across phone, email, and chat channels, contributing to customer satisfaction and revenue growth.

Qualifications

• 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.

Responsibilities

• Manage customer quotations, orders, product returns, repairs, and related transactions with accuracy and efficiency.
• 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 and 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 and customer-focused experience.

Skills

Customer service

Communication skills

Multichannel support

Problem solving

Time management

Organizational skills

Adaptability

Learning agility

Independence

Education

Bachelor's degree or equivalent

Tools

Oracle

Salesforce SFDC

Office applications

Job description

Emerson Process Management Manufacturing (M) Sdn Bhd 4.0 View all jobs

The Senior Customer Service Representative (Senior CSR) is a key member of our global Shared Service Center organization, delivering exceptional support and service to customers throughout the sales and post-sales journey. In this role, you will manage complex customer interactions, resolve escalations, support order management processes, and lead operational improvement initiatives. You will partner with cross-functional teams to enhance the customer experience, drive process efficiency, and support business growth while serving as a trusted resource for both customers and colleagues.

In This Role, Your Responsibilities Will Be:

• Manage customer quotations, orders, product returns, repairs, and related transactions with accuracy and efficiency.
• 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 and 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 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.

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