Customer Support Representative

Our small but dedicated Customer Support Team are instrumental in ensuring customers' needs are met and surpassed. Reporting directly to the Customer Success Manager, the role is responsible for supporting customers and working cross functionally whilst following internal procedures to ensure we maintain our strong position within the market. Strict adherence to process is essential to ensure we maintain our accredited regulatory status., The customer support representative will support customers with product and process questions via email, telephone calls and eventually online chat. As we are a small team, a demonstrable team player attitude is essential along with the ability to form strong customer relationships and work to defined goals and Key Performance Indicators (KPI's). The required tasks include, but are not restricted to;

• Processing of all orders in accordance with standard work, ensuring 100% accuracy in Agresso
• Ensuring that all records are updated as and when additions/amendments/terminations are received
• Processing of information to ensure 100% regulatory compliance
• Adhering to FORTIVE compliance processes and flagging any concerns
• Engagement with wider team (incl. US operations and UK & Ireland sales team)
• Use of Zendesk to manage customer queries
• Escalation of technical and system (myLDR or Agresso) queries via defined internal SDP process
• Attend customer or company meetings/events as and when required (mainly via Microsoft Teams)
• Support the wider office team in task processing as and when required, particularly during other team member absence. This will include but is not limited to shipping and receiving duties and credit control assistance
• Feedback to manager any trends or anomalies which cause concern
• Use of FBS tools to strive for continuous improvement
• Identification of cross selling opportunities within Fluke Health Solutions (FHS)
• To act with a high degree of maturity and integrity at all times
• To carry out any other additional duties as and when required
  
  Excellent customer service skills
• Experience with multiple IT platforms including Microsoft
• Strong oral and written communication skills
• Effective decision-making skills coupled with the ability to problem solve
• Experience of working cross-functionally
• Results driven
Key Performance Indicators:
• The ability to meet customer expectations as measured by KPIs
• Net Promotor Score (NPS) survey results with improvement trend
• Use of Fortive Business Systems (FBS) tools to review/improve current processes
• Achievement of UK & Ireland FHS sales targets
  
  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.