Customer Service Associate (Pittsburgh, PA, United States)

Fortive•Pittsburgh, PA

About The Position

The Customer Service Associate position is based in Pittsburgh, Pennsylvania. The role answers product questions, provides information about related products and services, processes purchase orders and correspondence, coordinates with internal teams to fulfill customer needs, and provides backup coverage for the OLW receptionist. Its overall goal is to deliver excellent service to internal and external customers on every transaction. The associate provides telephone and email support, keeps customers informed during issue analysis and resolution, and works with internal departments to resolve requests promptly and professionally. The role also processes customer requests such as expedited orders, maintains accurate case documentation in a call-tracking system, and tracks open cases to ensure they remain current and complete. The position requires working the standard shift until 8 p.m. and on company holidays.

Requirements

Bachelor’s degree or equivalent work experience.
At least six months in the Customer Relationship Associate, Customer Service role, with proven performance in its essential duties and responsibilities.
Established commitment to providing excellent customer service on every transaction.
Comprehensive knowledge of Windows software, including Excel, Outlook, and Word.
Familiarity with CRM systems and practices.
Strong written and verbal communication skills and active listening ability.
Ability to multitask, set priorities, and manage time effectively.
Experience with Oracle E Business Suites Order Management and Depot Repair.
Experience working with distribution.
Gas detection experience in sales or customer service.
Experience with Salesforce.com.
Strong attention to detail, resourcefulness, and flexibility.
Ability to work independently and as part of a team.

Responsibilities

Provide high-quality telephone and email support with customer service expertise and timeliness, including Customer Service Order Management responsibilities.
Keep callers informed throughout the analysis and resolution process.
Coordinate with departments and internal teams to resolve customer requests promptly and professionally.
Process customer purchase orders accurately and efficiently.
Process customer requests, including expedites, in a fast-paced environment to meet critical customer safety needs.
Meet personal and team qualitative and quantitative targets.
Work effectively with team members to resolve customer issues.
Maintain current knowledge of product and service offerings.
Accurately document customer information and detailed issue descriptions for support calls and emails in a call-tracking system.
Track open cases and keep case records current and complete.
Provide backup coverage for the OLW receptionist.
Work the standard shift until 8 p.m. and on company holidays.