Temporary Customer Support Representative - 12 Months

Temporary Customer Support Representative to cover Maternity leave. Part time position covering 4 days per week 8:30am until 5:00pm.
Our small but dedicated Customer Support Team are instrumental in ensuring customers' needs are met and surpassed. Reporting directly to the Customer Success Manager, the role is responsible for supporting customers and working cross functionally whilst following internal procedures to ensure we maintain our strong position within the market. Strict adherence to process is essential to ensure we maintain our accredited regulatory status. 
Primary Responsibilities:
The customer support representative will support customers with product and process questions via email, telephone calls and eventually online chat.  As we are a small team, a demonstrable team player attitude is essential along with the ability to form strong customer relationships and work to defined goals and Key Performance Indicators (KPI's).  The required tasks include, but are not restricted to;
Processing of all orders in accordance with standard work, ensuring 100% accuracy in Agresso
Ensuring that all records are updated as and when additions/amendments/terminations are received
Processing of information to ensure 100% regulatory compliance
Adhering to FORTIVE compliance processes and flagging any concerns 
Engagement with wider team (incl. US operations and UK & Ireland sales team)
Use of Zendesk to manage customer queries
Escalation of technical and system (myLDR or Agresso) queries via defined internal SDP process
Attend customer or company meetings/events as and when required (mainly via Microsoft Teams)
Support the wider office team in task processing as and when required, particularly during other team member absence. This will include but is not limited to shipping and receiving duties and credit control assistance
Feedback to manager any trends or anomalies which cause concern
Use of FBS tools to strive for continuous improvement
Identification of cross selling opportunities within Fluke Health Solutions (FHS) 
To act with a high degree of maturity and integrity at all times 
To carry out any other additional duties as and when required

Qualifications/Skills and knowledge:
Excellent customer service skills
Experience with multiple IT platforms including Microsoft
Strong oral and written communication skills
Effective decision-making skills coupled with the ability to problem solve
Experience of working cross-functionally
Results driven

Key Performance Indicators:
The ability to meet customer expectations as measured by KPIs
Net Promotor Score (NPS) survey results with improvement trend
Use of Fortive Business Systems (FBS) tools to review/improve current processes 
Achievement of UK & Ireland FHS sales targets position Our small but dedicated Customer Support Team are instrumental in ensuring customers' needs are met and surpassed. Reporting directly to the Customer Success Manager, the role is responsible for supporting customers and working cross functionally whilst following internal procedures to ensure we maintain our strong position within the market. Strict adherence to process is essential to ensure we maintain our accredited regulatory status. 

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 17,000 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.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Fluke Health Solutions
Comprised of four industry leaders—Fluke Biomedical, LANDAUER, RaySafe, and Victoreen — Fluke Health Solutions (FHS) leads the biomedical and radiation detection markets with innovative products and services that help keep customers, patients, and clients safe.
Fluke Biomedical leads the world in manufacturing biomedical test equipment like defibrillator analyzers and digital pressure meters. LANDAUER measures radiation exposure with dosimeter and radiation monitoring badges. RaySafe is the worldwide leader of X-ray test equipment, real-time staff dosimetry, and radiation survey meters. And Victoreen instruments are the trusted source for radiation monitoring systems and quality assurance for nuclear power professionals.
At FHS, we believe in your potential — your ability to learn, grow and contribute in meaningful ways. And we believe in giving you the opportunity, accountability, and visibility to do just that.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.