Staff Customer Service Representative

The Customer Support Representative will be part of our Americas Shared Services Center in Costa Rica, providing services & support to our customers within the Americas region. CSR handles customer orders, returns, quotations, inbound calls, and provides sales support for an excellent customer experience, and assists with Strategic business. Career growth opportunities on this team will include people management, quality management, workforce management, sales-related roles as well as other opportunities within the Share Service Center.

In this Role, Your Responsibilities Will Be:

• Understand and interact with a variety of T&M departments, processes, and applications to support customer needs
• Support sales opportunity management for strategic customers by fulfilling customer requests or advancing to the appropriate path as needed.
• Basic treatment understanding of strategic customers throughout the sales and post-sales cycle.
• Provide an efficient customer experience by effectively resolving customer issues promptly
• Process customer standard and non-standard orders and quotes transactions from multiple sales channels with consistent speed and accuracy using Oracle Order Entry application, Sales Force, Outlook, and other internal business applications
• Timely follow-up with customers on pending actions to help them complete their transactions via phone and email
• Support standard and non-standard customer inquiries regarding order process creation or modification, product availability, services delivery, repair status, or other information regarding their accounts via phone or email
• Assist the Sales team throughout the buying cycle by providing transactional support and information related to the customer’s purchase process.
• Build and manage Customer data records within the Oracle application before transferring customer calls to Tech Sales and Support to ensure accurate data integrity of our customer records
• Handle inbound customer service calls for standard and non-standard orders or quotes processing from strategic customers based in the US or other countries within the Americas Region
• Lead all aspects of incoming customer calls for Sales, Tech Support, post-sales aid, and general inquiries in the Americas.

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:

• Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+).
• Bachelor's Degree completed or advanced student status, preferably in Engineering-related careers.
• 2-3 years of experience in back-office operations, preferably within Shared Services or multinational companies.
• Ability to work Full-time, but flexible, 8-hour workday between department hours of 6 am to 7 pm CST Monday-Friday. Availability to work overtime as business needs require.
• Must be able to communicate effectively with customers from the United States regarding their product orders, service, and other customer inquiries about their account.
• 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 handle multiple duties and tasks that must be completed on time to meet defined service levels.
• Ability to take ownership of customer needs and demonstrate initiative.
• Demonstrates interest in learning new business applications and enterprise software.
• Demonstrates skills for and interest in learning/improving processes.

Preferred Qualifications that Set You Apart:

• Oracle order entry and application experience a plus.
• Expertise in Account Management and differentiated account treatment strategy.

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. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.