Strategic Service Representative

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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