Non-Technical Customer Support

Front-line customer support position handling heavy phone volume and service request tickets. Responsibilities include entering domestic and international service quotes and orders, expediting orders, providing order status to customers, maintaining customer files, and tracking order status. Reviews orders for accuracy in price, part number, quantity, and terms.

Responsibilities

• Handle in-bound and out-bound calls for Fluke customers returning products for repair and calibration services.
• Provide quotes, RMA set-up, and order status to Fluke customers.
• Process, expedite, and coordinate customer orders (oral and written) from pricing request (quotes) through assignment of RMA.
• Prepare documentation and ensure compliance with regulations.
• Perform specific activities and processes particular to assigned application.
• Provide quality responses to delivery, price, service product inquiries, and requests for assigned accounts or countries.
• Coordinate internal questions, concerns, issues, and processes with appropriate organization.
• Act as an information source on customer service order-processing and service policies and procedures.
• Review contract/purchase orders to ensure Fluke minimum order and quality requirements are met.
• Recognize potential order problems, research, and resolve discrepancies.
• Perform special projects and other related duties as assigned.

Requirements

• 2 years of related Customer Service experience including call center, quoting, order processing, RMA set-up, and customer master set-up.
• Proven ability to communicate well with internal and external customers via phone and email.
• Good computer skills with a focus on MS Word, Excel, Outlook, Oracle, and Microsoft Dynamics.
• Excellent written and oral communication skills, excellent organizational skills.
• Multi-task oriented with the ability to work in a fast-paced environment with a high degree of accuracy and attention to detail.
• Ability to work with other departments and customers with tact and diplomacy.
• Ability to complete tasks with minimal supervision using established policies, order processing guidelines, procedures, and verbal instruction.

Preferred Qualifications

• Knowledge of Fluke Industrial products, Fluke customers, and processes.
• Recent experience with Oracle and Microsoft Dynamics.
• Experience with the Five9 phone system.

Pay

The salary range for this position is $47,600.00 - $71,400.00.