Team Lead, Order Management

The Customer Service Representative (CSR) is responsible for providing world-class customer service and 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. The Team Lead will fill the role of a CSR, with expanded duties and responsibilities.

Key CSR Responsibilities

• Start-to-end commercial execution of orders and offering post-order support.
• 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.
  
  

Additional Team Lead Responsibilities

• Performing regular team order audits, where errors are documented, feedback is provided, and a bowler is managed.
• Supporting the Zensar quotes team with daily requests.
• Providing coaching to the direct team, as well as indirect teams.
• Assisting with the Concierge role, which may include training and expansion.
• Taking on higher-level tasks, such as EMEA/China support, ASP & supplier invoices, creating/maintaining Standard Work, etc.
  
  

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.
• Ability to be a leader and to take on high-level tasks/challenges.
  
  

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.

Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.A wholly owned subsidiary of Fortive Corporation (www.fortive.com), Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand. “We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. “

The salary range for this position (in local currency) is 47,500.00 - 88,100.00