Senior Customer Operations Specialist

City of Shakopee, MN; Kuala Lumpur; On-site; MYR 45,000 - 89,000; Full time

Job summary

Emerson is seeking a Senior Customer Service Representative to deliver exceptional support across the sales and post-sales journey. You will manage complex interactions, resolve escalations, and drive operational improvements.

You will collaborate with Sales and cross-functional teams to support order management, logistics coordination, and knowledge-sharing to ensure timely solutions and data accuracy. This full-time role is based in Kuala Lumpur and requires English fluency, multi-channel

Qualifications

• Bachelor's degree or equivalent combination of education and customer service experience.
• Experience supporting customers in a shared services or order management environment.
• Strong verbal and written communication in English.
• Ability to manage customer interactions across multiple channels.
• Focus on customer satisfaction and handling complex inquiries.
• Decision-making, problem-solving, and risk assessment abilities.
• Ability to work independently with multiple priorities.
• Excellent organizational and time management skills.
• Proficiency with business systems and common office applications.
• Ability to learn new technologies quickly.
• Full-time availability within business hours.

Responsibilities

• Manage customer quotations, orders, returns, repairs, and related transactions with accuracy.
• Handle inbound/outbound customer interactions via phone, email, and chat to resolve inquiries.
• Support pre-sales and post-booking activities, including order status updates and logistics coordination.
• Partner with Sales and cross-functional teams to support opportunity management.
• Navigate multiple systems to remove obstacles and deliver timely solutions.
• Provide differentiated operational support aligned with customer and account requirements.
• Ensure data accuracy and integrity in customer records.
• Support complex inquiries related to order creation, modifications, and supply chain impacts.
• Drive continuous improvement initiatives and escalation management within Customer Operations.
• Contribute to revenue maximization during end-of-quarter cycles.
• Coach team members and lead high-impact projects within scope and timeline.

Skills

English communication

Multi-channel support

Customer interactions

Problem solving

Decision making

Independent work

Time management

Education

Bachelor's degree or equivalent

Tools

Oracle

Salesforce SFDC

Job description

Emerson is seeking a Senior Customer Service Representative to deliver exceptional support across the sales and post-sales journey. You will manage complex interactions, resolve escalations, and drive operational improvements.

You will collaborate with Sales and cross-functional teams to support order management, logistics coordination, and knowledge-sharing to ensure timely solutions and data accuracy. This full-time role is based in Kuala Lumpur and requires English fluency, multi-channel