Customer Success Specialist - Australia and New Zealand
Industrial Scientific Corporation
Melbourne, Australia, Asia Pacific
1d ago

JOB DESCRIPTION

Customer Success Specialist

Located in MELBOURNE, VIC, AUSTRALIA

OBJECTIVES

The primary responsibility of a Customer SuccessSpecialist is to provide the best customer service to internal and externalcustomers every transaction, every time.

ESSENTIALDUTIES AND RESPONSIBILITIES :

  • Compile and complete sales proposals and quotes
  • Process customer and distributor purchase orders for hardware, accessories, and iNet
  • Process rental and iNet contracts for billing
  • Manage all customer situations in a professional and courteous manner with an emphasis on customer satisfaction and retention
  • Answer distributor and customer requests for information on best-suited products, prices and part numbers and literature
  • Respond promptly and professionally to inbound requests by phone and e-mail with a high degree of customer service and timeless
  • Complete outbound customer calls for approval of estimates, follow-up, ensuring customer satisfaction and other reasons as required
  • Acknowledge and address problems and issues in an honest, up-front, non-judgmental manner; provide follow-up to help to ensure customer satisfaction
  • Process vendor drop ship orders to customers, reconciling the vendor invoice and submitting for payment.Work with suppliers to resolve backorders and support in forecasting.
  • Receive, sort and prepare mail shipping
  • Strong written and verbal skills are necessary for interacting withcustomers; must be able to speak effectively; must be comfortable withextensive on-the-phone consultations
  • Ability to work effectively with team members to resolve customer issues
  • Support our field sales representatives
  • Promote and support rental sales
  • Document all activities on SalesForce.Com
  • Coordinate best practices with other Departments
  • May be directed from time to time by the manager to carry out other duties and responsibilities commensurate with his / her grade, knowledge and experience (projects for example).
  • QUALIFICATIONSREQUIRED (Non-Negotiable) :

  • Demonstrated commitment to customer service
  • Excellent analytical and organizational skills
  • Organized, ability to work both independently and as a team, take initiative, problem solver
  • Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
  • Present a superior first impression of the organization to customers / professional personal presentation
  • Ability to effectively engage in high level, self-directed time management and prioritization of workload
  • Reliability, discretion and confidentiality
  • Experience with Microsoft Office products : Outlook, Word, Excel, Powerpoint
  • QUALIFICATIONS PREFERRED (Negotiable) :

  • Business administration certificate or equivalent
  • Background in providing customer service support, ideally in an international Company
  • Familiarity with the gas detection industry and products
  • Experience with CRM (SalesForce.Com)
  • Physical demands :

    Note : The physical demands described hereinare representative of those that must be met by an employee to successfullyperform the essential functions of this job.

    Reasonable accommodations maybe made to enable individuals with disabilities to perform the essentialfunctions.

    Equal Opportunity Employer :

    Nothing in this job description restrictsmanagement’s right to assign or reassign duties and responsibilities to thisjob at any time, with or without notice.

    Fortive is a diversified industrial growth company comprised of Professional Instrumentation and Industrial Technologies businesses that are recognized leaders in attractive markets.

    With 2017 revenues of $6.7 billion, Fortive’s well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution.

    Fortive is headquartered in Everett, Washington and employs a team of more than 26,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 50 countries around the world.

    Our team grows by tackling challenges that accelerate progress and further their careers.

    With a culture rooted in continuous improvement, the core of our company’s operating model is the Fortive Business System.

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