Customer Service Associate

Job Description

Position Overview :

The Customer Service Associate (CSA) plays a key role in Scallon Controls’ Systems and Reliability Services team, ensuring exceptional customer support and operational execution across the Emerson PSS Reliability Services portfolios.

This position supports both internal project teams and external customers by managing material sourcing, quoting, order processing, and expediting. The CSA serves as a central communication hub between the Reliability Services Team, Reliability Specialists, Procurement, and Accounting, ensuring on-time delivery, accurate documentation, and continuous improvement of customer satisfaction.

Primary Objectives

• Provide professional, responsive, and proactive support for all Reliability customer activities.
• Streamline quote-to-invoice workflows, ensuring efficient order entry, documentation accuracy, and payment tracking.
• Strengthen collaboration between Sales, Services, and Reliability functions to advance RS growth strategies and customer engagement.

Core Responsibilities

1. Customer and Reliability Support

2. Procurement and Materials Management

3. Financial and Administrative Coordination

4. Quoting and Opportunity Development

5. Technical and Operational Support

6. Products Covered

o AMS 2140

o AMS Machine Works

o AMS Device Manager

o AMS 6500 and ATG 6500 and Asset Monitor

o TREX Product Line

o Wireless Devices – 9530+

o Plus others that develop

Technical Responsibilities :

Area Responsibilities

Shipping & Receiving - Create packing slips, shipping memos, and process all returns.

Accounting Coordination - Resolve vendor invoice discrepancies and maintain warranty tracking.

IFS Data Management - Enter business opportunities, quotes, and orders; ensure record accuracy.

Records & Compliance - Maintain comprehensive and auditable documentation of all transactions.

Supervision Received :

The VP of Systems provides supervision; the position requires the ability to perform with minimal supervision after initial training and open to the customer and team feedback to meet business needs.

Supervision Exercised :

No direct reports. May monitor and coordinate the work of others.

Incentive :

Systems Bonus Target and Group Bonus Pool based on the individual target.