Customer Service Representative
Emerson Electric
Salary undisclosed
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Description
- 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.
- 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.
- 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.
Benefits
- professional development
About this role
Emerson Electric's Customer Service Representative role in Penang is a full-time, in-office position within their global Shared Service Center that goes beyond typical support work. You'll manage the complete customer lifecycle—from quotations and orders through returns and repairs—while handling inquiries across phone, email, and chat. The position requires you to navigate multiple business systems, coordinate with sales and operations teams, and resolve both routine and complex escalations, all while maintaining data accuracy and supporting end-of-quarter revenue efforts.
This role suits someone with a bachelor's degree and prior experience in customer operations, order management, or shared services environments. You'll need strong English communication skills, the ability to juggle competing priorities independently, and proficiency with business systems. Beyond core competencies, the position offers room to grow into leadership—you'll coach colleagues, drive continuous improvement initiatives, and potentially lead projects that enhance operational efficiency.
The preferred qualifications highlight Emerson's global scope: experience with enterprise platforms like Oracle or Salesforce, multilingual capability (Mandarin, Korean, or Japanese), and exposure to knowledge management systems would strengthen your candidacy. This is a position for someone who thrives in structured, process-driven environments and sees customer service as a strategic function rather than a transactional one.
Typical pay for this role
$40,000
Typical range: $20,000 to $40,000
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Service Representative postings in Bayan Lepas Pulau Pinang, and analyze any offer before you accept it.
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