Job Description The Senior Customer Service Representative (Senior CSR) will be part of our Shared Service Centers across the globe' providing services &, support to our customers. A Senior CSR will be responsible for managing customer orders' product returns' quotations' inbound/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. In This Role' Your Responsibilities Will Be: - A Senior CSR will be responsible for managing customer orders / product returns and quotation related questions' inbound (outbound) customer calls to resolve customer queries/issues' as well as pre-sales and post-booking activities. - 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. - 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 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. - Manage post-booking activities such as providing order status/follow-up until resolution' TC review' Acceptance' Logistics arrangement' customer follow-up' etc. - Coach other team members when needed' to ensure the good practices are well-circulated within the team - 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. Who You Are: You readily action new challenges' without unnecessary planning. You persist in accomplishing objectives despite obstacles and setbacks.You effectively communicate in various settings: one-on-one' small and large groups' or among diverse styles and position levels. For This Role You Will Need: - 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. - Advanced Italian and intermediate English language level - reading' writing' and verbal communication skills. - 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. Preferred Qualifications That Set You Apart: - Demonstrates aptitude for learning new business applications and enterprise software. - Demonstrates aptitude for and interest in learning/imp Our Culture &, Commitment to You: At Emerson' we prioritize a workplace where every employee is valued' respected' and empowered to grow. We foster an environment that encourages innovation' collaboration' and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive.