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For Companies At a Glance
- Tasks: Support customers by resolving enquiries and managing key accounts with a focus on service excellence.
- Company: Join Fortive, a global leader in industrial technology committed to innovation and progress.
- Benefits: Enjoy a diverse and inclusive culture, opportunities for growth, and a chance to make a real impact.
- Why this job: Be part of a dynamic team that values customer obsession and continuous improvement in a fast-paced environment.
- Qualifications: Fluent in English and German, with experience in customer service and proficiency in Microsoft Office.
- Other info: Occasional travel for site visits and a collaborative work environment with global teams.
The predicted salary is between 28800 - 43200 £ per year.
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 through timely advice, support, and resolution of enquiries. Provide pre- and post-sales support and applications advice, focusing on continuous improvement of our service.
ESSENTIAL FUNCTIONS
- Resolve customer enquiries within service level agreements
- Manage a caseload of customer enquiries
- Manage key accounts, conducting regular calls and meetings via Teams to build relationships
- Provide advice and solutions for customer applications
- Perform contract reviews on orders to ensure compliance before release to manufacturing, liaising with Production/Manufacturing
- Clean and control orders, construct part numbers, and check pricing
- Issue and follow up on quotations
- Inform customers about delivery status
- Handle all acknowledgements to customers
- Collaborate with internal departments including sales, operations, technical, and finance
- Manage web orders for key customers
- Log and assist with customer complaints, liaising with QA
- Maintain a professional image and deliver superior customer service
- Provide support in English and a second language (German required, others like French considered) to customers, distributors, subsidiaries, and internal teams
- Work with sales and support teams globally to support Gems Setra products, including answering calls and processing orders
- Promote additional sales through excellent support and advice
- Occasional site visits for on-site support or sales visits in the UK, Europe, or elsewhere
- Perform additional projects and responsibilities as assigned by the Line Manager
EDUCATION & EXPERIENCE REQUIRED
- Fluency in English and German; knowledge of additional European languages (e.g., French) is a plus
- Ability to handle customer issues effectively
- Experience in customer enquiry handling via telephone
- Experience in a sales or support environment
- Proficiency with Microsoft Windows and Office
- Experience with Salesforce; SAP experience is an advantage
- Experience with case management systems
Transferable Soft Skills
- Experience working in a fast-paced, high-volume customer-focused environment
- Ability to build productive relationships with customers and colleagues
- Strong numeracy skills
- Effective prioritization and problem-solving abilities
- Cross-functional teamwork skills
- Customer obsession
- Courteousness
- Team player mentality
- Focus on continuous improvement
Customer Service Representative EMEA employer: Setra Systems
Contact Detail:
Setra Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative EMEA
✨Tip Number 1
Familiarise yourself with the products and services offered by Gems Setra. Understanding their offerings will help you provide better support and advice to customers, showcasing your knowledge during interviews.
✨Tip Number 2
Brush up on your German language skills, as fluency is a requirement for this role. Practising common customer service scenarios in German can give you an edge in demonstrating your communication abilities.
✨Tip Number 3
Network with current or former employees of Fortive or Gems Setra on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare for potential role-play scenarios during interviews where you may need to handle customer enquiries. Practising these situations can help you feel more confident and demonstrate your problem-solving skills effectively.
We think you need these skills to ace Customer Service Representative EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've managed enquiries or key accounts. Emphasise your fluency in English and German, as well as any additional languages you may speak.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how you can exceed customer expectations. Mention specific examples of how you've resolved customer issues effectively in the past.
Showcase Technical Skills: Highlight your proficiency with Microsoft Office, Salesforce, and any case management systems you've used. If you have experience with SAP, make sure to include that as well, as it’s an advantage for this role.
Demonstrate Soft Skills: In your application, illustrate your ability to build relationships and work in a team. Provide examples of how you've prioritised tasks and solved problems in a fast-paced environment, showcasing your customer obsession and focus on continuous improvement.
How to prepare for a job interview at Setra Systems
✨Showcase Your Language Skills
Since fluency in English and German is essential for this role, be prepared to demonstrate your language proficiency during the interview. You might be asked to answer questions or provide examples in both languages, so practice speaking clearly and confidently.
✨Highlight Customer Service Experience
Make sure to discuss your previous experience in customer service roles. Share specific examples of how you've resolved customer enquiries, managed key accounts, or handled complaints effectively. This will show that you understand the importance of customer satisfaction.
✨Familiarise Yourself with Relevant Tools
Knowledge of Salesforce, SAP, and case management systems is a plus. If you have experience with these tools, mention it during the interview. If not, take some time to learn about them beforehand, as this will demonstrate your willingness to adapt and learn.
✨Emphasise Teamwork and Collaboration
This role requires collaboration with various internal departments. Be ready to discuss how you've successfully worked in teams in the past, highlighting your ability to build productive relationships with colleagues and customers alike.
