Customer Service Representative

Emerson • Elyria, OH

13d

About The Position

In this customer-focused role, you will support a broad range of service
activities that ensure every interaction—whether in person, by phone, or
online—reflects 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.

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.

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED