Strategic Service Representative

Strategic Service Representative – Job Description The Strategic Service Representative partners with the Strategic Account Executive(s) to deliver premium customer support for assigned highest‑value, Strategic Accounts. They develop specialized processes to support the accounts’ needs and serve as the primary point of contact for sales order processing and customer service, building strong business relationships with the strategic customers. Key Responsibilities Serve as the primary contact for strategic accounts and Account Executives for all customer service and sales order management needs. Build strong relationships through regular touchpoints to understand customer needs, align expectations, and deliver a premium service experience. Provide accurate, timely information on products, pricing, availability, warranties, policies, and order status. Proactively identify opportunities to improve service delivery and streamline account‑specific processes. Resolve customer issues and complaints with urgency, implementing solutions and following through to ensure full resolution and satisfaction. Manage return authorizations and assist with complex distributor inventory balancing in accordance with company policies. Investigate and resolve escalated shipping issues by analyzing shipment data, identifying discrepancies, and coordinating corrective actions (credits, debits, replacements). Partner cross‑functionally to expedite supply and support strategic customer demand. Support Customer Master data maintenance and account setup activities. Accurately enter and manage complex, account‑specific orders for strategic customers, ensuring adherence to unique requirements. Monitor open orders, proactively resolve holds, and optimize order flow to support revenue realization. Process and maintain specialty transactions including Market Development Funds (MDF), EDI corrections, promotions, rebates, and demo inventory. Participate in ongoing product, systems, and process training to enhance expertise. Identify and implement process improvements to increase efficiency and elevate the customer experience. Act as a subject‑matter expert for assigned account systems; maintain and update account‑specific documentation, workflows, and service requirements. Required Qualifications 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 high level of commitment to exceed expectations. High attention to detail. Resilience and ability to adapt and respond to a variety of situations and personalities. Ability to multi‑task, prioritize, and manage time. Proficiency in MS Office Outlook, with basic Excel and PowerPoint skills. Ability to work in a fast‑paced environment, independently and as a team player. 2+ years of customer‑service experience or a bachelor’s degree. Demonstrated ability to solve problems and collaborate cross‑functionally. Legal authorization to work in the United States – sponsorship will not be provided for this position. Preferred Qualifications Experience in plumbing, electrical, or other industrial markets. Experience in manufacturing, distribution/reseller, or distribution center environments. Experience with JDE, CRM, and call‑center phone systems. Compensation Salary range: $46,000 – $60,000, commensurate with the skills, talent, capabilities, and experience each candidate brings to the role. Legal and Employment Information We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. Legal Authorization: Emerson will only employ those legally authorized to work in the United States. Sponsorship will not be provided. Accessibility Assistance: If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact View email address on click.appcast.io. #J-18808-Ljbffr