Non-Technical Customer Support

Description - 

1. Job Purpose:

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.

2. 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 inquires, 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.

Qualifications - External

Background and skills the preferred candidate will possess:

- 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.

The ideal candidate will also possess knowledge of Fluke Industrial products, Fluke customers and processes, have recent experience with Oracle and Microsoft Dynamics and Five9 phone system.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. 

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. 

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. 

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.