{"id":906351,"url":"https://alion.io/job/emerson-customer-service-representative-25","title":"Customer Service Representative","company":{"id":179425,"name":"Emerson","domain":"emerson.com","url":"https://alion.io/company/emerson","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":93,"open_postings":118,"ghost_share":0.008,"stale_share":0.441,"repost_share":0.025,"time_to_fill_p50_days":3,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bayan Lepas, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-13T04:07:21Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"The Senior Customer Service Representative (Senior CSR) is a key member of our global Shared Service Center organization, delivering exceptional support and service to customers throughout the sales and post-sales journey. In this role, you will manage complex customer interactions, resolve escalations, support order management processes, and lead operational improvement initiatives. You will partner with cross-functional teams to enhance the customer experience, drive process efficiency, and support business growth while serving as a trusted resource for both customers and colleagues.\nIn This Role, Your Responsibilities Will Be:\nManage customer quotations, orders, product returns, repairs, and related transactions with accuracy and efficiency.\nHandle inbound and outbound customer interactions across phone, email, and chat channels to resolve inquiries and issues.\nSupport pre-sales and post-booking activities, including order status updates, logistics coordination, contractual reviews, acceptance activities, and follow-up through resolution.\nPartner with Sales and other cross-functional teams to support opportunity management and fulfill operational customer requests.\nNavigate multiple business systems and processes to remove obstacles and deliver timely solutions that meet customer needs.\nProvide differentiated operational support aligned with customer and account requirements.\nEnsure a consistent and high-quality customer experience by adhering to established processes, policies, and service standards.\nManage and maintain customer records to ensure data accuracy and integrity.\nSupport standard and complex customer inquiries related to order creation, modifications, supply chain impacts, and account information.\nDrive continuous improvement initiatives and support escalation management within the Customer Operations organization.\nContribute to revenue maximization efforts, particularly during end-of-quarter business cycles.\nExercise sound judgment and decision-making when addressing customer concerns, business risks, and escalations.\nCoach and support team members by sharing best practices and operational knowledge.\nLead high-impact projects, evaluate risks, and drive execution to achieve project objectives within scope and timeline expectations.\nCollaborate effectively with internal stakeholders to deliver a seamless and customer-focused experience.\nWho You Are:\nYou build partnerships and work collaboratively with others to meet shared objectives. You consistently analyze complex situations, evaluate available information, and make sound decisions that balance customer needs with business priorities. You adapt your approach in response to changing circumstances and demonstrate resilience when managing competing priorities. You actively develop and share knowledge with others, helping teams improve performance while fostering a culture of continuous learning and operational excellence.\nFor This Role, You Will Need:\nBachelor's degree or equivalent combination of education and customer service experience.\nExperience supporting customers in a shared services, customer operations, customer support, or order management environment.\nStrong verbal and written communication skills in English.\nAbility to manage customer interactions professionally across multiple communication channels.\nStrong customer focus with the ability to handle complex inquiries and escalations.\nDemonstrated decision-making, problem-solving, and risk assessment capabilities.\nAbility to work independently while managing multiple priorities in a fast-paced environment.\nStrong organizational and time management skills.\nProficiency with business systems and standard office applications.\nAbility to learn new technologies, business applications, and operational processes quickly.\nFlexibility to work a full-time schedule within business operating hours and support additional business requirements when needed.\nPreferred Qualifications That Set You Apart:\nExperience in a Shared Service Center environment.\nKnowledge of Knowledge-Centered Service (KCS) or other knowledge management methodologies.\nExperience using Oracle, Salesforce (SFDC), or similar enterprise platforms.\nProficiency in Mandarin Chinese, Korean, or Japanese in addition to English.\nExperience supporting global customers and cross-functional business operations.\nProven ability to coach team members and influence process improvements.\nExperience leading projects, change initiatives, or operational improvement efforts.\nOur Culture and Commitment To You:\nAt Emerson, we are committed to fostering an inclusive, collaborative, and purpose-driven workplace where every employee can grow and succeed. We value diverse perspectives, encourage continuous learning, and empower our teams to make meaningful contributions to our customers and communities. Through professional development opportunities, global collaboration, and a culture built on respect and innovation, we create an environment where people can do their best work while making a positive impact.","description_format":"text","description_chars":5059,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Industrial Automation","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-09-14T13:55:02Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.088,"p_room":0.35,"age_days":28,"expected_fill_days":3,"reasons":["conf:2","velocity","win:tail","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/emerson-customer-service-representative-25","json_url":"https://alion.io/job/emerson-customer-service-representative-25.json","meta":{"generated_at":"2026-10-13T05:26:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8430,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179425},"rest":"https://alion.io/mcp/rest/get_company?id=179425"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Femerson-customer-service-representative-25"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Femerson-customer-service-representative-25"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Femerson-customer-service-representative-25"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/emerson-customer-service-representative-25\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Femerson-customer-service-representative-25"}]}