Customer Service Associate (Pittsburgh, PA, United States)

Fortive; Pittsburgh (Allegheny County); On-site; USD 39,000 - 59,000; Full time

Job summary

Fortive in Pittsburgh, PA is seeking a Customer Service Associate to answer product questions, process orders, and support internal teams to fulfill customer needs. You will manage inquiries by phone and email, document issues, and strive to deliver accurate, timely service every transaction.

The role requires a Bachelor’s degree or equivalent, proficiency with Windows Office, CRM systems, and Salesforce; strong communication skills.

Qualifications

• Bachelor’s Degree or equivalent work experience
• Six months in Customer Relationship/Service role with proven performance
• Commitment to best-in-class customer service in every transaction
• Proficiency with Windows software – Excel, Outlook, Word
• Familiarity with CRM systems and practices
• Strong written and verbal communication with active listening
• Ability to multi-task, set priorities and manage time effectively
• Oracle E-Business Suite Order Management and Depot Repair experience
• Experience working with distribution
• Gas detection experience (sales, customer service)
• Experience with Salesforce.com

Responsibilities

• Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness. Focused on all Customer Service Order Management responsibilities
• Proactively maintain communications with callers throughout the analysis and resolution process
• Work with other departments and internal teams to assure prompt and professional resolution of customer requests
• Responsible for processing customer purchase orders with highest level of accuracy and efficiency
• Process customer requests, such as expedites, in a fast-paced environment to meet critical customer safety needs
• Meet personal/team qualitative and quantitative targets
• Ability to work effectively with team members to resolve customer issues
• Maintain current knowledge of all product and service offerings
• Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open cases and keep cases current and complete
• Requires strong attention to detail, outstanding resourcefulness, flexibility, and the ability to work independently as well as within a team setting

Skills

Communication skills

Active listening

Multi-tasking

Time management

Team collaboration

Education

Bachelor’s degree or equivalent

Tools

Windows Office

Excel

Outlook

Word

CRM systems

Salesforce.com

Oracle E-Business Suite

Job description

JOB DESCRIPTION

Customer Service Associate

Overview:

The position of Customer Service Associate is based in Pittsburgh, Pennsylvania. The primary responsibility of the Customer Relationship Specialist is to answer product questions and suggest information about other products and services, process purchase orders, prepare correspondence, work with internal teams to fulfill customer needs and provide backup coverage for OLW receptionist. The overall goal is to provide the best customer service to internal and external customers every transaction, every time.

Essential Duties and Responsibilities:

• Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness. Focused on all Customer Service Order Management responsibilities
• Proactively maintain communications with callers throughout the analysis and resolution process
• Work with other departments and internal teams to assure prompt and professional resolution of customer requests
• Responsible for processing customer purchase orders with highest level of accuracy and efficiency
• Process customer requests, such as expedites, in a fast-paced environment to meet critical customer safety needs
• Meet personal/team qualitative and quantitative targets
• Ability to work effectively with team members to resolve customer issues
• Maintain current knowledge of all product and service offerings
• Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open cases and keep cases current and complete
• Requires strong attention to detail, outstanding resourcefulness, flexibility, and the ability to work independently as well as within a team setting

Must be available to work standard shift until 8 pm and work company holidays.

Qualifications Required (Non-Negotiable):

• Bachelor’s Degree or equivalent work experience
• Completed a minimum of six months in the role as a Customer Relationship Associate, Customer Service with proven performance in essential duties and responsibilities
• Established commitment to providing the best customer service, every transaction, every time
• Comprehensive knowledge of Windows software – Excel, Outlook, Word
• Familiarity with CRM systems and practices
• Strong written and verbal communication skills along with active listening
• Ability to multi-task, set priorities and manage time effectively
• Oracle E Business Suites Order Management and Depot Repair experience
• Experience working with distribution
• Gas detection experience (sales, customer service)
• Experience with Salesforce.com

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 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.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

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 application process, please contact us at [e-mail].

Pay Range

The salary range for this position (in local currency) is 39,400.00 - 59,100.00.

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.

Our use of recruitment matching AI technology

We use an AI-powered tool, provided by Eightfold AI, Inc. in our recruitment process to help us in providing you the ability to view the most relevant jobs that are matched to your skills and experience. This AI tool also assists our recruiters in assessing and evaluating your job application. This tool is a matching model based on factors such as the skills specified in the job description and specific selection criteria our recruitment teams have configured. We do not make decisions about Applicants solely based on the results of the matching model.