The Customer Service Specialist will be part of our Americas Shared Services Center in Costa Rica, providing services & support to our customers within America’s region. CSS handles customer orders, returns, quotations, inbound calls, and provides sales support for excellent customer experience and assists with Strategic business. Career growth opportunities on this team will include people management, quality management, and 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 NI 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 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 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+)  Technical High School degree or equivalent experience, or actively pursuing a university career (please refer to the related career options in the following line).  Between 2-3 years of experience in Share Service Centers.  Ability to work Full-time, but flexible, 8-hour 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 demonstrates 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:

University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Recourses, Accounting, Finance, Marketing, Psychology, Education)  Oracle order entry and application experience a plus  Understanding of KCS methodology or other knowledge management methodologies.  Expertise in Account Management and differentiated account treatment strategy. 

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.