Customer Service Representative EMEA

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 inquiries. Provide pre- and post-sales support, applications advice, and focus on continuous service improvement.

ESSENTIAL FUNCTIONS

• Resolve customer inquiries within service level agreements.
• Manage a caseload of customer inquiries and key accounts, including regular calls and Teams meetings to build relationships.
• Provide advice and solutions for customer applications.
• Perform contract reviews on all orders to ensure compliance before release to manufacturing, liaising with Production/Manufacturing as needed.
• Manage orders, construct part numbers, and check pricing.
• Issue and follow up on quotations.
• Inform customers of actual delivery dates.
• Administer acknowledgments to customers.
• Collaborate with internal departments—sales, operations, technical, finance—to deliver excellent service.
• Manage web orders for key customers.
• Log and assist with customer complaints, liaising with QA on progress.
• Present a professional image and deliver superior customer service.
• Provide support in English and a second language to customers, distributors, subsidiaries, and internal teams.
• Work with sales/support teams in Europe and globally to support Gems Setra products, including answering calls and processing orders.
• Promote additional sales through excellent support and advice.
• Occasional on-site customer visits for support or sales visits, potentially in the UK, Europe, or elsewhere.
• Perform additional projects and responsibilities as assigned by the Line Manager.

EDUCATION & EXPERIENCE REQUIRED

Technical Skills/Knowledge

• Fluency in English; additional European languages are a plus.
• Aptitude for handling customer issues and inquiries via telephone effectively.
• Experience interacting with customers in sales/support environments.
• Proficiency with Microsoft Windows, Microsoft Office, Salesforce, and ideally SAP.
• Experience with case management systems.

Transferable Soft Skills

• Experience in high-volume, customer-focused environments.
• Ability to build productive relationships with customers and colleagues.
• Strong numeracy, prioritization, and problem-solving skills.
• Ability to work cross-functionally and focus on continuous improvement.
• Customer obsession, courtesy, teamwork, and self-improvement focus.

Company Overview

Fortive Corporation makes the world stronger, safer, and smarter through innovative technology across various industries, including environmental, health, safety, and healthcare. We are a global leader with a startup spirit, leading in software solutions, data-driven intelligence, AI automation, and more. Our diverse team of 17,000 is united by a culture of inclusion, continuous learning, and growth, leveraging the Fortive Business System to maximize our impact.

We believe in your potential, the power of collaboration, and continuous innovation. Fortive: For you, for us, for growth.

About Gems Setra

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