Job Details
As a Customer Service Representative, you will act as a liaison between our company and customers. Your primary responsibilities include managing incoming phone calls, addressing customer inquiries and assessing customer needs to achieve world class service.
**Number or Openings: 2 Employees.**
Responsibilities:
1. Handling Inquiries and Resolving Issues. CSRs are the first point of contact for customers seeking assistance. They address inquiries via various channels (phone, email, live chat, or social media) and help customers navigate issues related to products, services, billing, or general inquiries.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Enter and update customer orders using JD Edwards ERP system.
Maintain financial accounts by processing credits and customer adjustments.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
Open and maintain customer accounts by recording account information.
2. Offering Guidance and Support. CSRs guide customers through troubleshooting processes, ensuring smooth issue resolution. They need an understanding of the company's offerings and effective communication skills.
Attract potential customers by answering product and service questions, suggesting information about other products and services.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Provide quality service and support in a variety of areas including, but not limited to billing, placing orders, and part number/pricing issues.
Troubleshoot customer issues over the phone
3. Building Relationships. By providing personalized attention and empathetic responses, CSRs contribute significantly to relationship-building. This fosters a positive perception of the company and reinforces customer loyalty.
Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
Team player that actively participates in enhancing the workplace experience within the CS Team and with other departments.
4. Resolving Conflicts: Handling conflicts or dissatisfactions is critical. CSRs employ conflict resolution skills to turn negative experiences into positive ones.
Additional duties as assigned by Customer Service Manager
Qualifications:
High School Diploma
3 years relevant experience in a manufacturing environment
Proven team player in a fast-paced environment
Experience with project management
Experience with technical products and working with cross functional teams
Experience in ERP systems
Computer experience with Emphasis in MS Office - Excel, Outlook, Word
Excellent demonstrated verbal and written communication skills
Excellent demonstrated analytical, critical thinking, and strategic skills
Exhibited strong interpersonal skills
Ability to perform multi-faceted projects in rapidly changing environment
Resourceful and well organized
Results oriented, with sound judgment
**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./p>
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.
Fortive: For you, for us, for growth.
$21/hour. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.