Overview

Are you someone who thrives on ensuring customers feel heard, valued, and completely supported? Do you possess a meticulous eye for detail and a knack for smooth coordination, especially in a dynamic, global environment? We at Fortive are seeking a dedicated Customer Service Specialist to join our team, an individual who can expertly bridge the gap between our innovative technology and our valued customers worldwide. This isn't just a support role; it's a pivotal position where your organizational skills and commitment to excellence will directly impact our sales processes and customer satisfaction, all from the comfort of your own workspace, anywhere in the world.

Fortive is a global leader in essential technology, delivering innovative solutions across a diverse range of industries. We're building a future where critical infrastructure, healthcare, and industrial applications run flawlessly. We are excited to announce a fantastic opportunity for a Customer Service Specialist to join our dedicated team. This is a fully remote, worldwide position, offering the flexibility to work from your preferred location while making a significant impact on our global operations. In this role, you will be the cornerstone of our customer support and sales fulfillment process, ensuring every interaction is seamless and every order is managed with precision.

Key Responsibilities

As a Customer Service Specialist, your day will involve a variety of critical tasks, playing a vital part in our operational success. Your main duties will include:

Sales Order Management: You will support and process sales orders from initiation to completion, ensuring accuracy and efficiency at every step.
Back-Order Tracking: Diligently track and provide timely updates to our sales team and customers regarding the status of back-ordered items, managing expectations effectively.
Comprehensive Customer Support: Serve as a primary point of contact for customer inquiries, offering prompt assistance and insightful information whenever needed.
Stock and Lead Time Advisement: Proactively inform customers about current stock availability and estimated lead times, helping them plan their procurement.
Cross-Departmental Coordination: Collaborate closely with factories and various internal departments to expedite customer orders and ensure timely delivery of products and services.
Factory Schedule Monitoring: Keep a close watch on factory production schedules, updating relevant information accurately within our Oracle system.
Quality Issue Resolution: Work alongside the sales team and customers to coordinate the resolution of quality issues and facilitate product returns when necessary.
Service Coordination: Arrange essential services for customers, including calibration completion, training sessions, and licensing support.
Shipment Logistics: Coordinate with customers to arrange month-end shipments, ensuring smooth logistical operations.
Financial Liaison: Collaborate with our Finance department to track and reconcile customer payments, assisting with billing inquiries.
Credit Note Issuance: Accurately issue credit notes to customers as required.
Multilingual Communication: Engage effectively with both English and Chinese speaking customers, providing excellent service across language barriers.
Audit Support: Assist with internal and external audit requests, ensuring compliance and accurate documentation.
Inventory Management Support: Participate actively in quarterly cycle counts and annual stock takes, contributing to accurate inventory records.
Document Management: Maintain organized e-files for purchase orders and other sales-related documents.
Procurement Preparation: Prepare purchase orders and internal requisitions as needed.

Requirements

To excel in this role, you should bring a combination of specific skills and a customer-centric mindset:

Communication Prowess: Exceptional communication skills, both written and verbal, are essential for engaging with customers and internal teams.
Bilingual Capability: Fluency in both English and Chinese is a critical requirement for liaising with our diverse customer base.
Customer Focus: A genuine passion for helping others and a commitment to providing outstanding customer service.
Organizational Skills: Strong organizational abilities and a keen attention to detail are vital for managing multiple orders and inquiries simultaneously.
Adaptability and Learning: A proven ability to learn quickly and adapt to new processes and systems in a fast-paced environment.
Problem-Solving Aptitude: The capacity to identify issues, propose solutions, and coordinate effective resolutions.
Technical Acumen: While not mandatory, prior knowledge of Oracle systems will be a distinct advantage.
Remote Work Readiness: Self-motivation, discipline, and a reliable home office setup with stable internet connectivity are crucial for success in a remote role.

What You'll Gain

Joining Fortive means becoming part of a forward-thinking organization that values its people and their contributions. As our Customer Service Specialist, you will:

Impact Global Operations: Play a direct role in supporting our global sales and customer satisfaction, contributing to Fortive's reputation for excellence.
Professional Growth: Develop your skills in a dynamic environment, with opportunities for continuous learning and career advancement within a leading technology company.
Flexible Work Environment: Enjoy the benefits of a fully remote position, providing an excellent work-life balance from anywhere in the world.
Collaborative Culture: Work alongside a supportive team of professionals who are passionate about innovation and customer success.
Be Part of Essential Technology: Contribute to a company that's making a real difference in critical sectors worldwide.