Service Support Specialist

About This Role

This role is a front-line customer support position responsible for handling phone calls and service request tickets, focusing on domestic and international service quotes and order processing for Fluke products.

Responsibilities

• Handle in-bound and out-bound calls for Fluke customers returning products for repair and calibration services
• Provide quotes, set up RMAs, and provide order status to Fluke customers
• Process, expedite, and coordinate customer orders from pricing requests through RMA assignment
• Prepare documentation and ensure compliance with regulations
• Perform specific activities and processes particular to assigned application
• Provide quality responses to delivery, price, and service product inquiries and requests for assigned accounts or countries
• Coordinate internal questions, concerns, issues, and processes with appropriate organizations to ensure customer satisfaction
• Act as an information source on customer service order-processing and/or service policies and procedures
• Review contract/purchase orders to ensure Fluke minimum order and quality requirements are met
• Research and resolve discrepancies in orders

Requirements

• 2 years of related Customer Service experience
• Experience with call center operations
• Experience with quoting
• Experience with order processing
• Experience with RMA set-up
• Experience with customer master set-up
• Proven ability to communicate well with internal and external customers via phone and email
• Good computer skills with focus on MS Word, Excel, Outlook
• Good computer skills with Oracle and Microsoft Dynamics
• Excellent written and oral communication skills
• Excellent organizational skills
• Multi-task oriented and able to work in a fast-paced environment
• High degree of accuracy and attention to detail
• Ability to work with other departments and customers with tact and diplomacy
• Ability to complete tasks with minimal supervision using established policies, order processing guidelines, procedures, and verbal instruction

Qualifications

• 2 years of related Customer Service experience including call center, quoting, order processing, RMA set-up, customer master set-up.

Nice to Have

• Knowledge of Fluke Industrial products
• Knowledge of Fluke customers and processes
• Recent experience with Oracle
• Recent experience with Microsoft Dynamics
• Experience with Five9 phone system

Skills

* Required skills