Customer Success & Support Specialist

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

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.