Job Information
Emerson Staff Customer Service Representative in Heredia, Costa Rica
The Customer Service Representative will be part of our Shared Services Centers across the globe, providing services & support to our customers. Representatives will be responsible for processing customer orders and product returns, quotations, handling inbound customer calls, and outbound calls to resolve customer queries/issues, providing order status/follow-up until resolution, and administrative sales support required for delivering a high-quality customer experience. Customer Service Representatives can be allocated to a Tier/Account team to build customer intimacy and business acumen
In this Role, Your Responsibilities Will Be:
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 broad-based 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 following internal processes and standard operating procedures with consistent speed and accuracy 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 channels, like phone, email, and chat.
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 critical issue and continuous improvement for Core Customer Operations organization.
Decision-making across the customer interactions, critical issues, guiding the customer to the company direction, involving the cross-functional members.
Post-booking Support
Sales requested Report (eg: Backlog report)
TC review, Acceptance, Logistics arrangement, and following up with the customer
Who You Are:
You provide timely and effective information to individuals across the organization. You build and deliver solutions that meet customer expectations. You acquire data from multiple and diverse sources when solving problems.
For This Role, You Will Need:
Technical High School degree or equivalent experience, or actively studying an university career.
Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm CST Monday-Friday.
Availability to work overtime as business needs require.
Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+).
Must be able to communicate effectively with customers and internal departments from the United States, Canada, and Latin America regarding their product orders, service, and other customer inquiries about their transactions.
Proficient in computer usage and a variety of basic skills.
Strong customer service attitude, positive outlook, excellent work ethic and aim to succeed.
Effective time management skills and a self-starter attitude.
Ability to take ownership of customer needs and demonstrate initiative and decision-making.
Effective problem solver.
Demonstrates interest in learning new business applications and enterprise software.
Exhibits a strong inclination towards learning and improving processes.
Preferred Qualifications that Set You Apart:
Understanding of KCS methodology or other knowledge management methodologies.
Expertise in Account Management and differentiated account treatment strategy.
University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education).
Between 2-3 years of experience in Share Service Centers.
Oracle and SFDC application experience is a plus.
Our Offer To You:
We recognize the importance of employee wellbeing and know that to do your best you should have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment gives to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.
The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.
WHY EMERSON
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .
ABOUT EMERSON
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
No calls or agencies please.
Requisition ID : 25013416
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.