Customer Service Associate (Pittsburgh, PA, United States)

About the Role

The position of Customer Service Associate is based in Pittsburgh, Pennsylvania. The primary responsibility is to answer product questions, 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 the OLW receptionist. The overall goal is to provide the best customer service to internal and external customers every transaction, every time.

Responsibilities

• Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness.
• Focus 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.
• Process customer purchase orders with the highest level of accuracy and efficiency.
• Handle customer requests, such as expedites, in a fast-paced environment to meet critical customer safety needs.
• Meet personal/team qualitative and quantitative targets.
• Maintain current knowledge of all product and service offerings.
• Accurately document customer information and detailed problem/issue descriptions in a call tracking system.
• Track open cases and keep them current and complete.

Requirements

• Strong attention to detail, outstanding resourcefulness, flexibility, and the ability to work independently as well as within a team setting.
• Availability to work a standard shift until 8 pm and on company holidays.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Minimum of six months in the role as a Customer Relationship Associate or 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.
• Experience with Oracle E-Business Suites Order Management and Depot Repair.
• Gas detection experience (sales, customer service) is a plus.
• Experience with Salesforce.com is a plus.

Pay

The salary range for this position is $39,400.00 - $59,100.00.

About the Company

Fortive Corporation is a global industrial technology innovator with a startup spirit, accelerating transformation in high-impact fields like workplace safety, build environments, and healthcare. Industrial Scientific, a part of Fortive, designs and manufactures gas detection products and solutions that protect workers from hazardous conditions worldwide. Since 1985, Industrial Scientific has pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and the first gas detector on a NASA space shuttle. Today, they continue to innovate, aiming to end death on the job by 2050.

Fortive is an Equal Opportunity Employer, valuing diversity and encouraging applications from all qualified individuals without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other protected characteristics. Reasonable accommodations are provided for applicants with disabilities.