PURPOSE OF POSITION
To exceed customer expectations of service and support and promote business growth. Managing a caseload and key accounts, the CSR will ensure an efficient customer journey with timely advice, support, and resolution of enquiries. Providing pre- and post-sales support and applications advice, with a focus on continuous service improvement.
ESSENTIAL FUNCTIONS
* Resolve customer enquiries within service level agreements
* Manage a caseload of customer enquiries
* Manage key accounts, conduct regular calls and meetings via Teams to build relationships
* Provide advice and solutions for customer applications
* Perform contract reviews on all orders to ensure compliance before release to manufacturing, liaising with Production/Manufacturing as needed
* Clean and control orders, construct part numbers, and check pricing
* Issue and follow up on quotations
* Inform customers about actual delivery dates
* Administer all acknowledgements to customers
* Collaborate with internal departments (sales, operations, technical, finance) to deliver for customers
* Manage web orders for key customers
* Log and assist with customer complaints, liaising with QA on progress
* Present a professional image and deliver superior customer service
* Provide support in English and a second language to customers, distributors, subsidiaries, and internal departments
* Coordinate with sales and support teams across Europe and globally to support Gems Setra products, including answering sales calls and order entry
* Promote additional sales through excellent support and advice to existing and new customers
* Occasional on-site customer visits for support or sales support, in the UK, Europe, or elsewhere
* Perform additional projects and responsibilities as assigned by the Line Manager
EDUCATION & EXPERIENCE REQUIRED
Technical Skills/Knowledge
* Fluency in English; additional European languages are advantageous
* Ability to handle customer issues effectively
* Experience in customer enquiry handling via telephone
* Experience in a sales or support environment
* Proficiency with Microsoft Windows and Office, Salesforce; SAP experience is a plus
* Experience with case management systems
Transferable Soft Skills
* Experience in a fast-paced, high-volume customer-focused environment
* Ability to build productive relationships
* Strong numeracy, prioritization, and problem-solving skills
* Cross-functional teamwork ability
* Customer obsession, courteousness, and a team-oriented mindset
* Commitment to continuous improvement
Fortive Corporation Overview
Fortive accelerates transformation across environmental, health and safety, industrial monitoring, product design, and healthcare safety solutions. We are a global technology innovator with a startup spirit, leading in software workflow, data intelligence, AI automation, and disruptive tech. Our 17,000-strong diverse team is driven by an inclusive culture and limitless growth, utilizing the Fortive Business System (FBS) to maximize impact.
We believe in your potential, the power of collaboration, and continuous growth and innovation.
About Gems Setra
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