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- Tasks: Support customers by resolving enquiries and managing key accounts with a focus on service excellence.
- Company: Fortive is a global leader in industrial technology, committed to innovation and solving global challenges.
- Benefits: Enjoy a diverse and inclusive culture, opportunities for growth, and the chance to make a real impact.
- Why this job: Join a dynamic team where your customer obsession and problem-solving skills can shine and drive progress.
- Qualifications: Fluency in English and German is essential; experience in customer service or sales is a plus.
- Other info: Occasional travel for site visits may be required, offering a chance to connect with customers directly.
The predicted salary is between 28800 - 48000 £ 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 specific products and services offered by Gems Setra. Understanding their offerings will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Brush up on your German language skills, as fluency is a requirement for this position. Practising common customer service scenarios in German can give you an edge in handling enquiries and building rapport with customers.
✨Tip Number 3
Network with current or former employees of Fortive or Gems Setra on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare to discuss your experience in managing customer relationships and resolving issues. Think of specific examples where you've successfully handled customer complaints or improved service delivery, as these will be key talking points in your interview.
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 in handling enquiries and managing key accounts. Use specific examples that demonstrate your ability to exceed customer expectations.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your fluency in English and German, and how your skills align with the responsibilities outlined in the job description.
Showcase Your Technical Skills: Emphasise your proficiency with Microsoft Office, Salesforce, and any case management systems you have used. Highlight any experience you have in a fast-paced customer-focused environment.
Prepare for Language Proficiency: Since the role requires support in both English and German, be prepared to demonstrate your language skills. Consider including a brief section in your application that showcases your ability to communicate effectively in both languages.
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
Discuss your previous experience in customer service roles, especially how you've handled enquiries and resolved issues. Use specific examples that showcase your ability to exceed customer expectations and manage a caseload effectively.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you successfully solved customer problems or improved processes. Employers are looking for candidates who can think on their feet and prioritise effectively in a fast-paced environment.
✨Familiarise Yourself with Relevant Tools
If you have experience with Salesforce, SAP, or case management systems, make sure to mention it. If not, do some research on these tools and be ready to discuss how you would adapt to using them in your role.
