Service Support Specialist

Fortive•Everett, WA

About The Position

Front-line customer support position - heavy phones and service request tickets. Enters domestic and international service quotes and orders, expedites orders, provides order status to customers. Maintains customer files and tracks order status. Reviews orders for correct price, part number, and quantity and terms. Primary Responsibilities: a) In-bound calls and out-bound calls for Fluke customers returning products for repair and calibration services. b) Provide quotes, RMA set-up and order status to Fluke customers. c) 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, service product inquiries, and requests for assigned accounts or countries. High degree of cross training required. d) Coordinate internal questions, concerns, issues, and processes with appropriate organization. Provide services where appropriate and develop partnerships to ensure customer satisfaction. Acts as an information source on customer service order-processing and/or service policies and procedures. This is a critical customer contact position that requires strong oral and written communication skills including tact and diplomacy. e) Review contract/purchase orders to ensure Fluke minimum order and quality requirements are met. Recognize potential order problems. Research and resolve discrepancies. f) Perform special projects and other related duties as assigned. Fluke is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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
knowledge of Fluke customers and processes
recent experience with Oracle and Microsoft Dynamics and Five9 phone system

Responsibilities

In-bound calls 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, service product inquiries, and requests for assigned accounts or countries.
Coordinate internal questions, concerns, issues, and processes with appropriate organization.
Provide services where appropriate and develop partnerships to ensure customer satisfaction.
Acts 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.
Research and resolve discrepancies.
Perform special projects and other related duties as assigned.