Non-Technical Customer Support

Fortive•Everett, WA

1d•Onsite

About The Position

This is a front-line customer support position that involves heavy phone and service request ticket handling. The role is responsible for entering domestic and international service quotes and orders, expediting orders, and providing customers with order status updates. The position also involves maintaining customer files and tracking order status, as well as reviewing orders for correct pricing, part numbers, quantities, and terms.

Requirements

2 years of related Customer Service experience including call center, quoting, order processing, RMA set-up, customer master set-up.
Proven ability to communicate well with internal and external customers via phone and email.
Good computer skills with focus on MS Word, Excel, Outlook and Oracle and Microsoft Dynamics.
Excellent written and oral communication skills.
Excellent organizational skills.
Must be multi-task oriented and able to work in a fast-paced environment with a high degree of accuracy and attention to detail.
Ability to work with other departments and customers with tact and diplomacy.
Ability to complete tasks with minimal supervision using established policies, order processing guidelines, procedures, and verbal instruction.

Nice To Haves

Knowledge of Fluke Industrial products, Fluke customers and processes.
Recent experience with Oracle and Microsoft Dynamics.
Experience with Five9 phone system.

Responsibilities

Handle in-bound and out-bound calls for Fluke customers returning products for repair and calibration services.
Provide quotes, RMA set-up, and order status to Fluke customers.
Process, expedite, and coordinate customer orders (oral and written) from pricing request (quotes) through assignment of RMA.
Prepare documentation and ensure compliance with regulations.
Perform specific activities and processes particular to assigned application.
Provide quality responses to delivery, price, and service product inquiries, and requests for assigned accounts or countries.
Coordinate internal questions, concerns, issues, and processes with the appropriate organization.
Provide services where appropriate and develop partnerships to ensure customer satisfaction.
Act as an information source on customer service order-processing and/or service policies and procedures.
Review contract/purchase orders to ensure Fluke minimum order and quality requirements are met.
Recognize potential order problems and research and resolve discrepancies.
Perform special projects and other related duties as assigned.