Customer Service Representative EMEA

Gems Sensors; Brighton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in industrial monitoring solutions is seeking a Customer Service Representative to enhance customer experiences through exceptional service and support. The role involves managing inquiries, providing detailed product assistance, and collaborating with teams across Europe and globally. Candidates should possess strong communication skills and customer handling experience. This position offers opportunities for growth in a fast-paced environment committed to continuous improvement.

Qualifications

• Experience with case management systems.
• Proven ability to work in a fast-paced, high-volume environment.
• Ability to build relationships and prioritize tasks.

Responsibilities

• Manage a caseload of customer inquiries and key accounts.
• Provide pre- and post-sales support and application advice.
• Coordinate with sales/support teams globally.

Skills

Customer obsession

Teamwork

Continuous improvement focus

Strong verbal communication

Strong written communication

Problem-solving ability

Education

Fluency in English

Experience in customer enquiries handling

Experience in a sales or support environment

Tools

Microsoft Office

Salesforce

SAP

Job description

PURPOSE OF POSITION

To exceed customer expectations of service and support and promote business growth. The CSR will manage a caseload and key accounts, ensuring an efficient customer journey through timely advice, support, and resolution of inquiries. Responsibilities include providing pre- and post-sales support, application advice, and continuous service improvement.

ESSENTIAL FUNCTIONS

• Resolve customer inquiries within service level agreements.
• Manage a caseload of customer inquiries and key accounts, including regular calls and Teams meetings to build relationships.
• Provide advice and solutions for customer applications.
• Perform contract reviews on orders to ensure compliance before release to manufacturing, liaising with production as needed.
• Manage orders, construct part numbers, and check pricing.
• Issue and follow up on quotations.
• Inform customers of delivery statuses.
• Administer acknowledgements to customers.
• Collaborate with sales, operations, technical, and finance teams to meet customer needs.
• Manage web orders for key customers.
• Log and assist with customer complaints, coordinating with QA.
• Maintain a professional image and deliver superior customer service.
• Support customers, distributors, subsidiaries, and internal teams in English and a second language if applicable.
• Coordinate with European and global sales/support teams to extend product support worldwide.
• Promote additional sales through excellent support and advice.
• Occasional on-site customer visits for support or sales assistance, in the UK, Europe, or elsewhere.
• Perform additional projects and responsibilities as assigned.

EDUCATION & EXPERIENCE REQUIRED

• Fluency in English; additional European languages are advantageous.
• Ability to handle customer issues effectively.
• Experience in customer enquiries handling via telephone.
• Experience in a sales or support environment, using Microsoft Office, Salesforce, and SAP (preferred).
• Strong verbal and written communication skills.
• Experience with case management systems.
• Proven ability to work in a fast-paced, high-volume, customer-focused environment.
• Ability to build relationships, prioritize tasks, and solve problems effectively.
• Customer obsession, courtesy, teamwork, and continuous improvement focus.

Fortive Corporation Overview

Fortive accelerates transformation in environmental, health, safety, industrial monitoring, product design, and healthcare safety solutions. With a global team of 17,000, we foster a diverse, inclusive culture committed to growth and innovation, using the Fortive Business System (FBS) to enhance our impact.

We believe in your potential, the power of teamwork, and continuous improvement. Fortive is for you, for us, for growth.