Customer Support Specialist

The role of the Customer Support Specialist is to provide support to customers and distributors who contact Fluke via phone, email, or other online channels. This position on the front lines in resolving customer inquiries, enter orders for services and parts, provide status updates, maintain customer files, track order status, and transfer appropriately when needed, advising customers to the right place to get the help they need. Candidates to this role must poses great listening skills, communicate effectively over the phone and in writing, and be able to manage orders and service tickets keeping accurate pricing, part numbers, quantity, and terms.

Responsibilities:

• Coordinates customer questions, concerns, issues, and processes with appropriate internal resources.
• Basic identification of Fluke Brands and different Supporting Teams to transfer calls and cases appropriately.
• Manage a high volume of daily phone & email customer requests, working in Five 9 Cloud phone and Microsoft Dynamics ticketing system.
• Provide verbal & written support to distributors & end users on contracts, quotes & orders, including price, minimums, standard packs, and product availability. Provide order status, tracking information, shipping policies, product returns, service requests and status. Recognize potential order problems & help navigate to solution.

Process, expedite, and coordinate customer service orders by phone and email. Including processing RMAs (Return Material Authorization) from pricing request through assignment of RMA number. Provide updates on basic service, repair, and calibration quotations, order status and tracking information.

Appropriately prioritize ans support customer under premium care plans and high priority tiers.

Act as information source to customers on product and service issues including answering non-technical questions regarding products, warranties & services.

Prepare documentation and ensure compliance with regulations. Provide quality responses to delivery, price, service product inquires, and requests for assigned accounts or countries. Significant cross training will be provided and used.

Assisting customers in navigation of the Fluke External web – Accessory store, where to buy, manuals, online RMA tools, and service support.

Skills and Qualifications:

• This is a critical customer contact position that requires soft skills in attitude, patience, perseverance, tact, and empathy.
• 2 years related customer service experience including call center, quoting, customer order status updates.

Strong constitution and even positive temperament
Ability to multi-task in a fast-paced environment
Able to learn quickly
Excellent verbal & written communication skills
Customer facing background including phone support

Strong attention to detail
Ability to complete tasks with minimal supervision using established policies, guidelines, written & verbal procedures and instructions.
Able to maintain punctual and consistent attendance.
Able to sit in a workstation facing a computer for extended periods of time
Good computer skills with focus on Word, Excel, Outlook, CRM and ERP systems
Prior experience as a user of ERP systems, specially with Oracle is a plus
Prior experience as a user of CRM and ticketing systems is a plus.

Fluke Overview

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 process should ask to speak with a Human Resources representative to request an accommodation.

Everett, WA: The hourly range for this position is $21.40 - $39.76

This position is also eligible for bonus as part of the total compensation package.

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.

Salary : $21 - $40