The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen. MAIN RESPONSIBILITIES   + Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. + Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks. + Support sales opportunity management cycle for the customers by fulfilling operational requests. + Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle. + Provide optimal customer experience (internal and external) by followinginternalprocesses and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications. + Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.  + Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat. + Create and manage customer data records to ensure proper data integrity of our customer records. + Drive escalation and continuous improvement for Customer Operations organization. + Active participation in the revenue maximization motions especially during the end of quarter (EOQ). + Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members. + Managepost-bookingactivitiessuch as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc. + Maintain an excellent record of accuracy and independence especially for the quote and order management tasks. + Coach other team members when needed, to ensure the good practices are well-circulated within the team. PERFORMANCE OBJECTIVES + Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA, quality of work, and daily productivity standard. + Portray a high level of independence when performing operational tasks and having the ability to coach others to success. + Partner with various teams and functions to deliver an effortless experience for the customers. + Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels. + QUALIFICATIONS AND SKILLS + Bachelor’s degree completed, or relevant customer service experience. + Preferred: Understanding of KCS methodology or other knowledge management methodologies.  + Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field. + Preferred: Understanding of KCS methodology or other knowledge management methodologies.  + Preferred: Expertise in Account Management and differentiated account treatment strategy. + Ability to work full-time and able to work overtime as business needs require.  + Advanced English language level - reading, writing, and verbal communication skills (high level of proficiency in other languages may be required according to the business need). + Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders, service, or other general inquiries. + Proficient in computer usage and a variety of basic skills.  + Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed. + Effective time management skills and a self-starter attitude.  + Ability to take ownership of customer needs and demonstrate initiative and decision-making. + Demonstrates aptitude for learning new business applications and enterprise software.  + Demonstrates aptitude for and interest in learning/improving processes.  + Oracle and SFDC application experience is a plus.  **Requisition ID** : 26000513 Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.