The Customer Service Representative, Order Management is responsible for providing world class customer service, ensuring timely and accurate full cycle order processing activities. The CSR is an important first-line of contact with our customers, setting the tone for how our company and services are experienced.
Key Responsibilities:
Commercial execution of orders from purchase orders through to delivery & invoice:
Ensure the timely and accurate review and entry of customer purchase orders into Oracle software.
Actively work to reduce customer order holds with daily follow-up.
Professionally handle incoming requests via e-mail and phone from external and internal customers and ensure that issues are resolved both promptly and thoroughly.
Thoroughly clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting countermeasures both corrective & preventative; following up to ensure resolution.
Collaborating closely with the Operations Team to ensure the customer orders are shipping as expected
Standard shift of 8:00AM-5:00PM Monday through Friday with occasional 11:00AM-8:00PM shift to support month end business needs.
Experience/Knowledge/Skills:
Knowledge of the end-to-end order entry and delivery process
Extensive experience utilizing ERP systems, Oracle preferred
Demonstrated ability to utilize Microsoft tools including Outlook, Excel, Word
Excellent time management, detail oriented and organization skills
3+ years customer service experience
High school diploma required, an associate's degree preferred
Behaviors:
Ability to communicate clearly & effectively with customers and internal stakeholders, both verbally and in writing.
Works well independently and collaboratively with a team
Ability to complete tasks with minimal direction using established policies, guidelines, written & verbal procedures, and instructions.
Ability to identify issues, drive to root cause by gathering and analyzing information, and providing corrective actions to resolve
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.