PURPOSE OF POSITION
To exceed customer expectations of service and support and promote business growth. Managing a caseload and a number of key accounts, the CSR will be responsible for ensuring that our customer journey is as efficient as possible with timely advice, support and resolution of enquiries. Provide pre and post sales support and applications advice and focus on continuous improvement of our service.
ESSENTIAL FUNCTIONS
Ensure customer enquiries are resolved within service level agreements
Managing a caseload of customer enquiries
Managing a number of key accounts, undertaking regular calls and meeting via teams to build customer relationships
Providing advice and finding solutions for customer applications.
Perform contract reviews on all orders received to ensure compliance with customer contract or quotation before release to manufacturing liaising with the Production/Manufacturing as necessary.
Clean and control orders, construct part numbers as required and pricing checks.
Issue and follow up on quotations.
Inform customers on actual status of their delivery dates.
Administer all acknowledgements to the customer.
Work with all internal departments to deliver for our customers, this includes sales, operations, technical and finance teams.
Manage web orders of key customers.
Log and assist with handling of customer complaints and liaise with QA on progress.
Consistently present a professional image and deliver superior customer service.
Provide English and second language support to customers, distributors, sister subsidiaries, external sales internal sales and other departments at Gems Setra.
Work with the sales and support teams in Europe and elsewhere to extend the support for Gems Setra products worldwide. This will include answering the sales telephone line, entering and checking orders.
Promote additional sales by providing excellent and timely support and advice to existing and potential new customers.
Occasional customer site visits for on-site support or to assist the sales team when visiting customers. These could be in the UK, Europe or elsewhere
May be assigned additional projects and responsibilities at the sole discretion of the Line Manager
EDUCATION & EXPERIENCE REQUIRED
Technical Skills/Knowledge
Written and verbal fluency in the English language, other European languages would be an advantage but not essential, including the ability to converse with customers on a technical level
Aptitude for handling customer issues
Demonstrable ability of effective handling customer’s enquiries by telephone
Experience of interaction with Customers in a sales office or support environment
Experience using Microsoft Windows operating system and Microsoft Office (or similar package)
Experience of work with Salesforce
Excellent verbal and written communication skills
Experience with SAP would be an advantage
Experience of working with a case management system
Transferable soft skills
Proven experience of working in a fast-paced high volume customer focused environment
Ability to build productive relationships with customers and colleagues
Excellent numeracy skills
Competence in effectively prioritization and problem-solving
Ability to work cross-functionally.
Customer obsessed.
Courteous always to both internal and external customers
Team player
A focus on continuous improvement of themselves and the department
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.