The primary responsibility of a Customer Relation Specialist is to provide the best customer service to internal and external customers every transaction, every time.
This position reports directly to the Customer Relation Manager, EMEA.This Customer Relation Specialist provides Inside Sales, Order Management, and level 1 technical support with a primary focus on customers in the Middle East, African countries, Turkey and Russia.
This role is part of a larger Customer Success team that supports ISC customers throughout the EMEA region. As part of the Customer Success team, this role will help to support various EMEA customer relations activitiesESSENTIAL DUTIES AND RESPONSIBILITIES : · Compile and complete sales proposals and quotes in SalesForce· Promote, support and deliver rental sales· Process Customers and Distributors orders in Oracle· Perform all order / quotation support tasks necessary to ensure accurate and prompt processing· Responsible for order review, assessment, documentation, and follow-up to ensure compliance with all US export regulations, as well as EMEA countries import custom rules· Resolve order / quotation discrepancies, both pre and post shipment and answer all inquiries· Work with Manufacturing, Shipping, Technical Service, Fulfillment, Sales, and other internal groups to assure prompt and professional handling of customer orders· Triage customer support inquiries during the day and dispatch requests depending on subjects in the different queues using SFDC· Be able to answer first level technical background in Gas Detection (technical aptitude)· Manage all customer situations in a professional and courteous manner with an emphasis on customer satisfaction and retention· Respond promptly and professionally to inbound requests by phone and e-mail with a high degree of customer service and timeless (order status, product lead times, expedites, product recommendation, item descriptions, pricing information, follow-up, various information, .
must be able to speak effectively; must be comfortable with extensive on-the-phone consultations· Ability to work effectively with team members to resolve customer issues· Support our EMEA sales representatives· Document all activities on · Coordinate best practices with other Departments· Prepare administrative documents on demand (suppliers questionnaire, tenders, .
QUALIFICATIONS REQUIRED (Non-Negotiable) : · Required fluency in English and either Arabic or Russian (all 3 is a plus)· Additional European languages is advantageous (such as Italian and French are most welcome)· Demonstrated commitment to customer service· Excellent analytical and organizational skills· Organized, ability to work both independently and as a team, take initiative, problem solver· Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences· Present a superior first impression of the organization to customers / professional personal presentation· Ability to effectively engage in high level, self-directed time management and prioritization of workload· Reliability, discretion and confidentiality· Experience with Microsoft Office products : Outlook, Teams, Word, Excel, Powerpoint· Background in providing customer service and technical aptitude· Technical and troubleshooting aptitude and / or experienceQUALIFICATIONS PREFERRED (Negotiable) : · Bachelor's degree + 2 : sales assistant (level III) or High School Diploma with at least 5 years of experience in the field of instruments, software as a service business, and / or telecommunications or related area· Background in providing customer service support, ideally in an international Company· Familiarity with the gas detection industry, with products, and with key market segments such as Oil & Gas, Mining, Utilities, .
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Equal Opportunity Employer : Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time, with or without noticeFortive is a diversified industrial growth company comprised of Professional Instrumentation and Industrial Technologies businesses that are recognized leaders in attractive markets.
With 2017 revenues of $6.7 billion, Fortive's well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution.
Fortive is headquartered in Everett, Washington and employs a team of more than 26,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 50 countries around the world.
Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company's operating model is the Fortive Business System.
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creating a climate of trust, openness and high performance; fostering candor; and treating people fairly and with dignity.