Italian Speaking Customer Service Representative

Role Overview

• 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.
• Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
• Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.
• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.
• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through 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 as providing 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.

Requirements

• Bachelor’s degree completed, or relevant customer service experience.
• Preferred: Understanding of KCS methodology or other knowledge management methodologies.
• Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field.
• 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.

Tech Stack

• Oracle
• SFDC

Benefits

• 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.