Strategic Service Representative

Job Description

The Strategic Service Representative, partners with the Strategic Account Executive(s) to deliver premium customer support for the assigned highest-value, Strategic Accounts. The Strategic Service Representative has all the skills, knowledge, experience, and abilities of a Senior Customer Service Representative, and has deep knowledge of the assigned accounts specialized order management and general customer care needs. The Strategic Service Representative develops specialized processes to support the Strategic Accounts' needs and is the primary point of contact for sales order processing and customer service needs, and has strong business relationships with the assigned Strategic Accounts.

In This Role, Your Responsibilities Will Be:

• Serve as the primary point of contact for assigned strategic accounts and Account Executives related to 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; implement solutions and follow through to ensure full resolution and satisfaction.
• Manage return authorizations and help 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.

Who You Are:

You exhibit passion and enthusiasm to deliver a premium customer experience to your assigned highest-value, Strategic Accounts. You are capable and confident representing the business professionally to strategic customers. You have an innate drive for results and a high level of commitment to exceed expectations. You think on your feet and creatively propose long term solutions to resolve customer concerns. You are interpersonally savvy, have excellent verbal and written communication skills, and can collaborate and work efficiently with your Strategic Account Executive, as well as different departments at any level.

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 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.
• Proficient in MS Office Outlook, with basic Excel and Power Point 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 That Set You Apart:

• Plumbing, Electrical or other Industrial market experience
• Manufacturing, Distribution/Reseller, or Distribution Center experience
• JDE, CRM, and Call Center phone system experience

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 perspectives-because 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. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits 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, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, our employees' passion for innovation and results drives our success. We actively pursue new technologies, capabilities, and approaches to create tangible value for our customers. To reward this passion for innovation and results, Emerson makes meaningful investments in our people. We provide competitive compensation, integrated benefits offerings, and fulfilling career journeys that support the growth of each employee. We firmly believe that when Emerson is successful in achieving its operational and financial goals, our employees share in the company's success.

The salary or pay range for this role is $46,000 - 60,000, commensurate with the skills, talent, capabilities, and experience each candidate brings to the role.

Learn more about our Culture & Values.


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About Us

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

Work Authorization

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Emerson is 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. We are committed to providing a workplace free of any discrimination or harassment.

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!

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