Staff Customer Service Representative - Americas Shared Services

About the role

Emerson is hiring a Customer Support Representative for its Americas Shared Services Center in Costa Rica. The representative supports customers in the Americas region by handling orders, returns, quotations and inbound calls, and provides sales support. Career growth on the team includes people management, quality management, workforce management and sales-related roles.

Key responsibilities

• Support sales opportunity management for strategic customers and follow up on pending actions by phone and email
• Resolve customer issues promptly and handle standard and non-standard orders and quotes from multiple sales channels
• Use Oracle Order Entry, Salesforce, Outlook and other internal applications with speed and accuracy
• Answer inbound calls covering sales, tech support, post-sales aid and general inquiries for customers in the US and other Americas countries
• Maintain customer data records in Oracle before transferring calls to Tech Sales and Support
• Assist the Sales team with transactional support throughout the buying cycle

Required profile

• B2+ English level with strong reading, writing and verbal communication
• Bachelor's degree completed or advanced student status, preferably engineering-related
• 2-3 years of back-office experience, preferably in shared services or multinational companies
• Full-time, flexible 8-hour day, Monday to Friday 6 am to 7 pm CST, with overtime available
• Ability to communicate effectively with US customers and to learn new business applications

Required skills

• Proficiency with computers and basic software
• Oracle Order Entry and application experience is a plus
• Account management and differentiated account treatment strategy is preferred

What we offer

• Career development through mentorship, training and leadership opportunities
• Competitive benefits plans and medical insurance options
• Employee Assistance Program and employee resource groups
• Flexible time off, vacation and holiday leave