Customer Service Representative EMEA

ZipRecruiter; England; On-site; GBP 24,000 - 34,000; Full time

Job summary

A leading company is seeking a Customer Service Representative to manage customer inquiries and key accounts while delivering exceptional service. Based in the UK, this position requires technical knowledge and strong communication skills to ensure customer satisfaction and promote business growth. The role involves collaboration with multiple internal departments and may include occasional travel for on-site support.

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Ability to communicate technically via telephone.
• Fluency in English required, additional languages a plus.

Responsibilities

• Resolve customer inquiries and manage accounts.
• Provide pre- and post-sales support.
• Maintain professional image and deliver superior service.

Skills

Technical knowledge

Communication skills

Problem-solving abilities

Customer service

Numeracy

Education

Sales support or customer interaction experience

Proficiency with Microsoft Office, Salesforce

Fluency in English; additional European languages advantageous

Tools

SAP

Salesforce

Microsoft Office

Job description

Job Description

PURPOSE OF POSITION

To exceed customer expectations of service and support and promote business growth. Managing a caseload and key accounts, the CSR will ensure an efficient customer journey with timely advice, support, and resolution of enquiries. Provide pre- and post-sales support and application advice, focusing on continuous service improvement.

ESSENTIAL FUNCTIONS

• Resolve customer enquiries within service level agreements.
• Manage a caseload of customer enquiries 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 with customer contracts or quotations before release to manufacturing, liaising with Production/Manufacturing as necessary.
• Manage orders, construct part numbers, and check pricing.
• Issue and follow up on quotations.
• Update customers on delivery statuses.
• Administer acknowledgements to customers.
• Collaborate with internal departments—sales, operations, technical, finance—to meet customer needs.
• Manage web orders for key customers.
• Handle customer complaints and liaise with QA on progress.
• Maintain a professional image and deliver superior customer service.
• Provide support in English and a second language to customers, distributors, subsidiaries, and internal departments.
• Coordinate with sales and support teams across Europe and globally to support Gems Setra products, including answering sales calls and processing orders.
• Promote additional sales through excellent support and advice.
• Occasional on-site customer visits for support or sales visits, potentially in the UK, Europe, or elsewhere.
• Perform additional projects and responsibilities as assigned by the Line Manager.

EDUCATION & EXPERIENCE REQUIRED

• Technical knowledge and skills, including fluency in English; additional European languages are advantageous.
• Ability to handle customer issues effectively and communicate technically via telephone.
• Experience in a sales support or customer interaction environment.
• Proficiency with Microsoft Office, Salesforce, and ideally SAP or other case management systems.
• Strong communication skills, numeracy, and problem-solving abilities.
• Proven ability to work in a fast-paced, high-volume, customer-focused environment, building productive relationships.
• Customer obsession, courteousness, teamwork, and a focus on continuous improvement.

Fortive Corporation Overview

Fortive’s technology enhances safety, health, and industrial efficiency worldwide. We lead in software workflows, data intelligence, AI automation, and disruptive innovations, fostering a diverse, inclusive culture committed to growth and learning. We believe in your potential, collective power, and continuous innovation. Fortive: For you, for us, for growth.