Customer Support, Service Desk NL/EU

at  Fluke

We are looking for someone to join Fluke Service Solution Organization (SSO) and work together with all other departments of the company to ensure we meet our targets, designed to provide excellent service for our customers and growth opportunities for our company.
As a member of the Fluke Service Desk team, you will be based in Eindhoven and you will be the connection between our partners and customers located in Europe and our logistics and technical teams based in Eindhoven (NL), Cologne (DE) and Norwich (UK). You will be the main point of contacts for orders and queries related to the repair and calibration of tools and will be responsible to ensure that our customers questions are answered, and their service requests fulfilled.

JOB DESCRIPTION

• Handle customer questions coming in by phone or email.
• Work with our partners and customers located in different European Countries when their equipment needs repair or calibration, create return orders into our system and communicate references and shipment process.
• Monitor the turnaround time of our service orders and keep customers updated about the status of their tools, creating price quotations when needed.
• Manage in a timely and professional manner our customers’ complaints.
• Work with our finance department to ensure invoicing is correct and payments can be collected.
• Monitor the KPIs via Visual Management, identify deviations in time and apply Problem Solving to close gaps to target.
• Learn and follow all customer service procedures and policies.

EDUCATION

MBO education and/or an administrative/logistics background

EXPERIENCE

Minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position where you have taken care of at least one of these tasks:

• Managing of incoming emails and phone calls
• Recording of administrative tasks in company system (e.g. Oracle, SAP, etc)
• Handling of customers’ complaints

Basic technical knowledge of test and measurement products is a plus.

HARD SKILLS

• Fluent English and Dutch, both spoken and written. Any other European language is a bonus.
• Excellent digital literacy, in particular MS Outlook and Excel.

SOFT SKILLS

• Accurate in generating and processing data.
• Team player.
• Excellent communication skills and customer handling skills.
• Attitude to problem solving
• Comfortable with change

• Managing of incoming emails and phone calls
• Recording of administrative tasks in company system (e.g. Oracle, SAP, etc)
• Handling of customers’ complaint