Position Summary:The Senior Customer Service Representative (Senior CSR) is a key member of our Global Shared Service Centers, delivering high-quality support and seamless customer experience across the full customer lifecycle. This role combines operational excellence, customer relationship management, and cross-functional collaboration. The Senior CSR handles complex customer needs, leads high-impact initiatives, manages escalations, and supports sales processes to drive business results and customer satisfaction. In This Role, Your Responsibilities Will Be:Manage customer orders, product returns, and quotations with accuracy and efficiencyHandle inbound and outbound customer interactions (phone, email, chat) to resolve inquiries and issuesSupport pre-sales and post-booking activities, ensuring timely order follow-up through to resolutionCollaborate with internal stakeholders (sales, logistics, finance, and operations) to remove roadblocks and improve process flowSupport the sales opportunity management cycle by fulfilling operational and customer-related requestsDeliver consistent, high-quality customer experience by following standard processes and using tools such as Oracle, SFDC, and other internal systemsProvide timely updates and follow-ups on open cases and customer requestsHandle standard and non-standard customer inquiries related to order processes, supply chain impacts, and account informationMaintain accurate customer data to ensure data integrity and complianceManage escalations effectively and proactively identify continuous improvement opportunitiesActively contribute during peak business periods (e.g., end of quarter) to support revenue maximizationMake informed decisions during customer interactions and collaborate with cross-functional teams when requiredCoordinate post-booking activities such as order tracking, logistics arrangements, and customer communicationSupport and coach team members to promote knowledge sharing and best practicesLead or contribute to high-impact projects, ensuring delivery within scope, timeline, and quality expectations Who You Are:You build strong, trust-based relationships with customers and internal partners while working effectively across teams to achieve shared goals. You make sound, timely decisions based on analysis, even in complex or ambiguous situations. You take ownership of challenges and proactively drive solutions that improve outcomes and processes. You actively share knowledge and support the development of others to strengthen overall team performance. For This Role, You Will Need:Bachelor’s degree or relevant experience in customer service or shared servicesStrong communication skills in English (written and verbal)Professional proficiency in French (written and verbal) to support customer interactionsExperience in customer operations, preferably in a Shared Service Center environmentAbility to manage multiple priorities in a fast-paced, results-driven environmentStrong problem-solving and decision-making skillsCustomer-focused mindset with a high sense of ownership and accountabilityEffective time management and organizational skillsConfidence in using digital tools, systems, and enterprise applicationsFlexibility to work within business hours (Monday–Friday) with occasional overtime based on business needs Preferred Qualifications That Set You Apart:Experience with Oracle, Salesforce (SFDC), or similar ERP/CRM systemsKnowledge of KCS or other knowledge management methodologiesExperience handling escalations and complex customer casesBackground in process improvement or project participation/leadership2–4 years of experience in a Shared Service Center environmentExposure to sales support or order management processes in a global organization Our Culture and Commitment To You:At Emerson, we are committed to fostering an inclusive and collaborative environment where every employee feels valued and empowered. We prioritize continuous learning, career growth, and innovation, enabling you to make a meaningful impact on our customers and business. You will be part of a diverse, global team that supports your development while delivering excellence together.