Customer Support Representative

at  Fluke Health Solutions

CUSTOMER SUPPORT REPRESENTATIVE

Our small but dedicated Customer Support Team are instrumental in ensuring customers’ needs are met and surpassed. Reporting directly to the Customer Success Manager, the role is responsible for supporting customers and working cross functionally whilst following internal procedures to ensure we maintain our strong position within the market. Strict adherence to process is essential to ensure we maintain our accredited regulatory status.

QUALIFICATIONS/SKILLS AND KNOWLEDGE:

• Excellent customer service skills
• Experience with multiple IT platforms including Microsoft
• Strong oral and written communication skills
• Effective decision-making skills coupled with the ability to problem solve
• Experience of working cross-functionally
• Results driven

The customer support representative will support customers with product and process questions via email, telephone calls and eventually online chat. As we are a small team, a demonstrable team player attitude is essential along with the ability to form strong customer relationships and work to defined goals and Key Performance Indicators (KPI’s). The required tasks include, but are not restricted to;

• Processing of all orders in accordance with standard work, ensuring 100% accuracy in Agresso
• Ensuring that all records are updated as and when additions/amendments/terminations are received
• Processing of information to ensure 100% regulatory compliance
• Adhering to FORTIVE compliance processes and flagging any concerns
• Engagement with wider team (incl. US operations and UK & Ireland sales team)
• Use of Zendesk to manage customer queries
• Escalation of technical and system (myLDR or Agresso) queries via defined internal SDP process
• Attend customer or company meetings/events as and when required (mainly via Microsoft Teams)
• Support the wider office team in task processing as and when required, particularly during other team member absence. This will include but is not limited to shipping and receiving duties and credit control assistance
• Feedback to manager any trends or anomalies which cause concern
• Use of company lean tools to strive for continuous improvement
• Identification of cross selling opportunities within Fluke Health Solutions (FHS)
• To act with a high degree of maturity and integrity at all times
• To carry out any other additional duties as and when required