Customer Service Representative
Emerson Electric, Elyria, OH, United States
Customer Service Representative
In this customer-focused role, you will support a broad range of service activities that ensure every interactionwhether in person, by phone, or onlinereflects our commitment to responsiveness, accuracy, and care. You will play a key part in helping customers access information, resolving issues, and ensuring orders and inquiries are handled efficiently. You will also serve as a welcoming presence for visitors and employees, helping maintain an organized and professional reception environment. In This Role, Your Responsibilities Will Be: Respond to customer inquiries via phone, email, chat, social media, or other channels. Provide accurate and complete information, including product details, pricing and availability, warranty information, and order status updates. Handle customer complaints, identify appropriate solutions, and follow up to ensure resolution and customer satisfaction. Evaluate return requests and issue return authorizations. Investigate and correct shipping issues, including analyzing shipment data to identify discrepancies, tracking shipments, providing proof of delivery, and issuing credits, debits, or replacement orders to resolve errors. Collaborate internally to expedite supply and meet customer demand. Bring the voice of the customer into business operations to support continuous improvement, and maintain accurate CRM records of customer interactions. Achieve personal and team service-level and productivity goals. Adhere to company policies and processes. Accurately enter customer purchase orders. Maintain customer orders by adding, changing, or canceling items within company policy. Monitor and analyze open orders, collaborating as needed to remove holds and support sales optimization. Welcome visitors and employees in a professional, friendly, and courteous manner. Manage visitor check-in and check-out processes, including issuing badges and notifying appropriate staff or departments. Answer, screen, and direct incoming calls. Provide general information and assistance to visitors and callers. Maintain a clean, organized, and secure reception area. Who You Are:
You are energized by delivering outstanding service and creating positive experiences across every customer touchpoint. You communicate with clarity and confidence, adapting your approach to the needs of the moment while staying composed in challenging situations. You enjoy solving problems, quickly gathering information, evaluating options, and offering practical, effective solutions. You collaborate well with others, build strong working relationships, and follow through on commitments to help your team and customers succeed. For This Role, You Will Need: A passion for Customer Service. Excellent verbal and written communication skills, phone contact handling skills, and active listening. Strong critical thinking and problem-solving skills. Strong collaboration skills. Strong drive for results and a high level of commitment to exceed expectations. High attention to detail. Resilience and the ability to adapt and respond to a variety of situations and personalities. Ability to multi-task, prioritize, and manage time. Proficiency in MS Outlook with basic Excel and PowerPoint skills. High school diploma or equivalent. Ability to work in a fast-paced environment, independently and as a team player. Preferred Qualifications That Set You Apart: SAP or JDE experience. Familiarity with CRM and phone systems. Plumbing, electrical, or other industrial market experience. Manufacturing, distribution/reseller, or distribution center experience. 2+ years of customer service experience. College-level business courses or degree. Our Culture and 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 perspectivesbecause we know that great ideas come from great teams. Our commitment to ongoing career development and an inclusive culture ensures you have the support to thrive. Through mentorship, training, and leadership opportunities, we invest in your success so you can make a lasting impact. We recognize the importance of employee wellbeing and offer flexible, competitive benefits to support you and your family's physical, mental, financial, and social needs. Our benefits include multiple medical plan options, dental and vision coverage, an Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition programs, and more. We also support work-life harmony through flexible time-off programs, including paid parental leave, vacation, and holiday leave.
In this customer-focused role, you will support a broad range of service activities that ensure every interactionwhether in person, by phone, or onlinereflects our commitment to responsiveness, accuracy, and care. You will play a key part in helping customers access information, resolving issues, and ensuring orders and inquiries are handled efficiently. You will also serve as a welcoming presence for visitors and employees, helping maintain an organized and professional reception environment. In This Role, Your Responsibilities Will Be: Respond to customer inquiries via phone, email, chat, social media, or other channels. Provide accurate and complete information, including product details, pricing and availability, warranty information, and order status updates. Handle customer complaints, identify appropriate solutions, and follow up to ensure resolution and customer satisfaction. Evaluate return requests and issue return authorizations. Investigate and correct shipping issues, including analyzing shipment data to identify discrepancies, tracking shipments, providing proof of delivery, and issuing credits, debits, or replacement orders to resolve errors. Collaborate internally to expedite supply and meet customer demand. Bring the voice of the customer into business operations to support continuous improvement, and maintain accurate CRM records of customer interactions. Achieve personal and team service-level and productivity goals. Adhere to company policies and processes. Accurately enter customer purchase orders. Maintain customer orders by adding, changing, or canceling items within company policy. Monitor and analyze open orders, collaborating as needed to remove holds and support sales optimization. Welcome visitors and employees in a professional, friendly, and courteous manner. Manage visitor check-in and check-out processes, including issuing badges and notifying appropriate staff or departments. Answer, screen, and direct incoming calls. Provide general information and assistance to visitors and callers. Maintain a clean, organized, and secure reception area. Who You Are:
You are energized by delivering outstanding service and creating positive experiences across every customer touchpoint. You communicate with clarity and confidence, adapting your approach to the needs of the moment while staying composed in challenging situations. You enjoy solving problems, quickly gathering information, evaluating options, and offering practical, effective solutions. You collaborate well with others, build strong working relationships, and follow through on commitments to help your team and customers succeed. For This Role, You Will Need: A passion for Customer Service. Excellent verbal and written communication skills, phone contact handling skills, and active listening. Strong critical thinking and problem-solving skills. Strong collaboration skills. Strong drive for results and a high level of commitment to exceed expectations. High attention to detail. Resilience and the ability to adapt and respond to a variety of situations and personalities. Ability to multi-task, prioritize, and manage time. Proficiency in MS Outlook with basic Excel and PowerPoint skills. High school diploma or equivalent. Ability to work in a fast-paced environment, independently and as a team player. Preferred Qualifications That Set You Apart: SAP or JDE experience. Familiarity with CRM and phone systems. Plumbing, electrical, or other industrial market experience. Manufacturing, distribution/reseller, or distribution center experience. 2+ years of customer service experience. College-level business courses or degree. Our Culture and 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 perspectivesbecause we know that great ideas come from great teams. Our commitment to ongoing career development and an inclusive culture ensures you have the support to thrive. Through mentorship, training, and leadership opportunities, we invest in your success so you can make a lasting impact. We recognize the importance of employee wellbeing and offer flexible, competitive benefits to support you and your family's physical, mental, financial, and social needs. Our benefits include multiple medical plan options, dental and vision coverage, an Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition programs, and more. We also support work-life harmony through flexible time-off programs, including paid parental leave, vacation, and holiday leave.