Customer Care Specialist

At Fluke Networks, we work to better innovate value for our customers ? those visionaries tasked with designing, installing and maintaining the communications networks of today and tomorrow. And we are looking for a hard working, highly motivated candidate to join our team.

Fluke Networks? work environment offers a dynamic, entrepreneurial culture as we make an impact in one of the world?s most exciting and fast-paced industries. We provide competitive wages, training programs and many growth opportunities. Benefits package includes: Medical/Prescription/ Dental/Vision Insurance; Life & AD&D Insurance; Short and Long Term Disability; Reward & Recognition Program and a 401K plan.

 

Fluke Networks is a part of the Danaher Corporation.  Danaher, a diversified technology leader, designs, manufactures, and markets innovative products and services with strong brand names and significant market positions over 6 strategic platforms.  Fluke Networks is part of their Test and Measurement Platform.

JOB PURPOSE:

Interact with customers and Fluke Networks Sales/Service representatives to handle some or all of a variety of sales support functions (depending upon level and experience) including customer care, order entry, price quotes, returns, pricing, credit, correspondence, and providing delivery information. 

 

CORE ESSENTIAL FUNCTIONS:

 May answer non-technical questions regarding FNET products, warranties, and services.May ensure customer satisfaction and order compliance with related regulations, contracts, standards, processes, policies and proceduresMay process, expedite and coordinate oral and written customer orders from pricing request through completion. Prepare forms, ensure compliance, and perform specific activities and processes particular to assigned application.May provide quality responses to delivery, price, commission, and new product inquires and requests.May coordinate internal questions, concerns, issues, and processes with appropriate organization.  Provide services where appropriate and develop partnerships to ensure customer satisfaction.May review contract/purchase orders to ensure that customers? quality requirements are met.Recognizes potential problems and implement solutions in assigned activities.If required in position, ensures ?holds? are cleared as appropriate. Act as an information source on customer order processing and/or service procedures.Maintain applicable reports, records, and systems (manual and computerized).  May act as an information source on customer order processing and/or service policies and procedures.May assist employees of lower classification.May prepare Onyx records and confirm that they are accurate by completing data-cleaning according to Onyx accuracy standards. Performs specific activities and processes particular to assigned application. (Product Registration & Key-codes)May provide quality responses to customers about list prices and new product inquiries and requests.Coordinates internal questions, concerns, issues, and processes with appropriate organization.Assists other FNET departments i.e. Field Sales, ISD, TAC, Distribution, etc. where appropriate and develop solid internal partnerships to ensure our customer?s satisfaction.Recognize potential problems and implement solutions with appropriate sales channelAct as an information source on customer service issues to FNET customers.Maintain customer contact and other applicable records within the Onyx CRM database, or other systems, as may be required. Assist new employees with their training by explaining, assisting, or referring them to appropriate SOP?s or personnel. Perform other related duties as assigned.

 

3. JOB COMPLEXITY:

Operate under moderate supervision from established sales policies, guidelines and procedures. Perform work responsibilities of moderate complexity that are recurring in nature with some variation from the norm. Extensive work time in contact with related FNET departmental staff and customers requiring tact and diplomacy, and ability to learn new information quickly.

 

 

4. KNOWLEDGE, SKILLS, and ABILITIES REQUIRED:

Working knowledge of applicable customer service procedures, practices, policies and related regulations. General knowledge of Fluke Networks? products, marketing programs, and/or customer specific requirements is very desirable. This is a critical customer contact position requiring excellent oral and written communication skills including tact and diplomacy, a pleasant, understandable phone-voice, and ability to converse fluently in English. Proven, successful, and verifiable experience in a first-line customer contact position is required.  Excellent typing skills required.

 

Position requires MS Office program and general computer proficiency, and a high degree of accuracy and attention to detail.

 

EDUCATION AND/OR EXPERIENCE REQUIRED:

High school and minimum 3 years related work experience in customer service or equivalent combination of education/experience.

 

5.WORKING CONDITIONS: Normal office environment.  Shifts may vary.

 

 

When applying, please attach resume only.
Include all other information including cover letter in the body of the email.

 

APPLY ONLINE

  All external hiring is contingent upon the successful completion of a pre-employment drug screen and a criminal background check.

 

Fluke Networks is an equal opportunity employer.

www.flukenetworks.com

www.danaher.com