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 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

Technical Skills/Knowledge

• 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

Fortive Corporation Overview

Fortive’s technology makes the world stronger, safer, and smarter. We focus on environmental, health and safety compliance, industrial monitoring, product design, and healthcare safety solutions.

As a global industrial technology leader with a startup spirit, we lead in software solutions, data intelligence, AI automation, and disruptive tech. We’re committed to progress, solving global challenges with our customers and partners.

We are a diverse team of 17,000, driven by an inclusive culture and continuous learning. We utilize the Fortive Business System (FBS) to enhance our impact.

At Fortive, we believe in your potential to learn, grow, and make a difference. We value teamwork, honesty, and innovation.

About Gems Setra

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