Customer Service Associate (Pittsburgh, PA, United States)

Fortive•Pittsburgh, PA

2d•Onsite

About The Position

The Customer Service Associate role is based in Pittsburgh, Pennsylvania. The position supports internal and external customers by answering product questions, sharing information about other products and services, processing purchase orders, preparing correspondence, coordinating with internal teams to fulfill customer needs, and providing backup coverage for the OLW receptionist. The goal is to provide the best customer service with every transaction. The associate provides timely, high-quality telephone and email support, with a focus on Customer Service Order Management. The role requires maintaining communication with callers during analysis and resolution, coordinating professionally with other departments, processing orders accurately and efficiently, and handling customer requests such as expedites in a fast-paced environment. Associates document and track support cases, maintain current product and service knowledge, and meet individual and team targets. The position requires availability to work a standard shift until 8 p.m. and on company holidays.

Requirements

Bachelor’s degree or equivalent work experience.
Completed 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 with 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 quality telephone and email support with a high degree of customer service, expertise, and timeliness, focusing on Customer Service Order Management.
Proactively communicate with callers throughout the analysis and resolution process.
Work with other 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 record customer information and detailed problem 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 a standard shift until 8 p.m. and on company holidays.