Italian Speaking Customer Service Representative

TheSenior Customer Service Representative (Senior CSR) will be part of our Shared Service Centers across the globe providing services & support to our customers. A Senior CSR will be responsible for managing customer orders product returns quotations inbound/outbound customer calls to resolve customer queries/issues as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen.

In This Role Your Responsibilities Will Be:

• A Senior CSR will be responsible for managing customer orders / product returns and quotation related questions inbound (outbound) customer calls to resolve customer queries/issues as well as pre-sales and post-booking activities.
• Manage/process customer orders product returns quotations inbound and outbound customer calls to resolve customer queries/issues as well as pre-sales and post-booking activities.
• Understandand interact with avariety of NI departments processes and applications to support customer needsto drive velocity and remove roadblocks.
• Provide differentiated operational support through NIs business model (Tiering)throughout the sales and post-sales cycle.
• Provide optimal customer experience (internal and external) byfollowing internal processes and standard operating procedures consistently and accurately using tools like OracleSFDCOutlook and other internal business applications.
• Timely follow-up with customerson pending actions tosupport their needs through multiple phone email and chat channels.
• Supportstandardand non-standardcustomer inquiries regarding order processcreation or modification supply chain implications or other information regarding their accountsthrough phone email or chat.
• Create and manage customer data records to ensure proper data integrity of our customer records.
• Drive escalation and continuous improvement for Customer Operations organization.
• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
• Exercise excellent decision-making during customer interactions or escalations as well as guiding the customer according to the company direction by involving cross-functional members.
• Manage post-booking activities such asproviding order status/follow-up until resolution TC review Acceptance Logistics arrangement customer follow-up etc.
• Coach other team members when needed to ensure the good practices are well-circulated within the team
• Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA quality of work and daily productivity standard.
• Portray a high level of independence when performing operational tasks and having the ability to coach others to success.
• Partner with various teams and functions to deliver an effortless experience for the customers.
• Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

Who You Are: You readily action new challenges without unnecessary planning. You persist in accomplishing objectives despite obstacles and effectively communicate in various settings: one-on-one small and large groups or among diverse styles and position levels.

For This Role You Will Need:

• Bachelors degree completed or relevant customer service experience.
• Preferred:Understandingof KCS methodology or other knowledge managementmethodologies.
• Between 2-3 years of experience in Shared Service Centers preferably in the Customer Service/Operations field.
• Preferred:Understandingof KCS methodology or other knowledge managementmethodologies.
• Preferred: Expertise in Account Management and differentiated account treatment strategy.
• Advanced Italian and intermediate English language level - reading writing and verbal communication skills.
• Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders service or other general inquiries.
• Proficient in computer usage and a variety of basic skills.
• Strong customer service attitude positive outlook excellent work ethic and drive to succeed.
• Effective time management skills and a self-starter attitude.

• Ability to take ownership of customer needs and demonstrate initiative and decision-making.

Preferred Qualifications That Set You Apart:

• Demonstrates aptitude for learning new business applications and enterprise software.
• Demonstrates aptitude for and interest in learning/imp

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 perspectivesbecause 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.