Customer Service Associate (Beaumont)

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

Process all Reliability BU service work orders, from customer call through invoicing.

Record and track all work order activities by customer in IFS.

Support Account Managers in quote creation, follow-up, and RS opportunity development.

Respond to customer inquiries promptly and accurately; maintain a professional, service-first approach.

Maintain quote logs and pipeline visibility for RS opportunities; track status and follow up with customers and suppliers.

2. Procurement and Materials Management

Prepare and process purchase orders (POs), verifying specifications and prices, and obtaining proper approvals.

Source and expedite materials from Emerson, third-party suppliers, and Reliability vendors.

Manage shipping, receiving, and return logisticsincluding warranty replacements and factory returns.

Reconcile discrepancies and coordinate closely with accounting to ensure accurate invoicing and payments.

3. Financial and Administrative Coordination

Support IFS data entry for projects, opportunities, and invoicing activities.

Monitor invoice aging and coordinate with customers to ensure payments are received per terms.

Authorize vendor payments through validated receiving documentation.

Track RS business metrics and prepare progress and delay reports for management review.

4. Quoting and Opportunity Development

Collaborate with Reliability Services and Sales team to prepare and issue material and service quotes.

Track quote conversion rates and report key trends in RS opportunity generation.

Follow up with customers on open quotes and update IFS opportunities accordingly.

Maintain a quote follow-up cadence, ensuring consistent outreach to maximize RS win rates.

5. Technical and Operational Support

Execute order entry for Emerson RS-related hardware / software.

Manage warranty and replacement workflows.

Maintain up-to-date documentation on vendor lead times, price changes, and material availability.

Provide backup support for other CSAs and cross-train across related operational functions.

6. Products Covered

Emerson Reliability Product line

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.