Senior Customer Service & Order Management Specialist

City of Shakopee, MN; Bayan Lepas; Hybrid; MYR 67,000 - 134,000; Full time

Job summary

Emerson is seeking a Senior Customer Service Representative (Senior CSR) to join our global Shared Service Center. You will manage complex customer interactions, resolve escalations, support order management, and drive process improvements to enhance the customer experience.

You will collaborate with Sales and cross-functional teams, handle inquiries across phone, email, and chat, and contribute to revenue growth during key business cycles while upholding service standards.

Qualifications

• Bachelor's degree or equivalent in education and customer service experience.
• Experience in shared services, customer operations, or order management is preferred.
• Strong communication skills in English, both verbal and written.
• Proficiency with multiple communication channels (phone, email, chat).
• Ability to manage multiple priorities and learn new technologies quickly.

Responsibilities

• Manage quotations, orders, returns, repairs and related transactions with accuracy.
• Handle inquiries via phone, email, and chat to resolve issues.
• Support pre- and post-sales activities including order status updates.

Skills

Verbal English

Written English

Multichannel support

Process improvement

Time management

Education

Bachelor's degree or equivalent

Tools

Oracle

Salesforce SFDC

Enterprise platforms

Job description

Emerson is seeking a Senior Customer Service Representative (Senior CSR) to join our global Shared Service Center. You will manage complex customer interactions, resolve escalations, support order management, and drive process improvements to enhance the customer experience.

You will collaborate with Sales and cross-functional teams, handle inquiries across phone, email, and chat, and contribute to revenue growth during key business cycles while upholding service standards.