Description - External
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.
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.
Speed, efficiency, quality
Work with purpose from one task to the next, daily/monthly metrics to be met for individual and group productivity considered for personnel evaluation. Accuracy is extremely important. Individuals are expected to audit their own work daily and will receive feedback regarding errors, asserting standard work is followed.
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 17,000 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.
About Fluke
Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.A wholly owned subsidiary of Fortive Corporation (www.fortive.com), Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 41,200.00 - 76,400.00
This position is also eligible for bonus as part of the total compensation package.
The salary range for this position (in local currency) is 41,200.00 - 76,400.00
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
