Strategic Service Representative

About the role

The Strategic Service Representative partners with the Strategic Account Executive(s) to deliver premium customer support for the assigned highest-value, Strategic Accounts. The role requires all the skills, knowledge, experience, and abilities of a Senior Customer Service Representative, with a deep understanding of the assigned accounts' specialized order management and general customer care needs.

Responsibilities

• 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.

Qualifications

• 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.

Preferred Qualifications

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

Benefits

At Emerson, we offer competitive compensation, integrated benefits offerings, and fulfilling career journeys that support the growth of each employee. We provide a comprehensive benefits package including health insurance, dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. We also provide flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave. Emerson is committed to creating 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. We are dedicated to making a positive impact through our work, and we strive to create a workplace where everyone feels welcome, trusted, and celebrated.