Customer Care Specialist - Robotics Division

Stäubli•Duncan, OK

1d•Hybrid

About The Position

Stäubli Corporation, as part of a growing international robot manufacturer, seeks qualified individuals for a Robotics Customer Care Specialist full-time position. The position will be located at their Stäubli North America headquarters in Duncan, S.C. The Customer Care Specialist will be the first contact for robotics service-related inquiries, managing the customer support experience from initial inquiry through resolution. This includes serving as the liaison between customers and internal teams, ensuring accurate documentation, responsive service, effective communication, and customer satisfaction.

Requirements

Associate degree or higher or equivalent technical education and experience preferred.
Previous experience in technical support or customer service roles is preferred.
Customer-oriented attitude.
Familiarity with CRM or ticketing systems to manage customer interactions and track support requests.
Experience with ERP (SAP) system.
Customer-focused and service-oriented with strong active listening, communication, and de-escalation skills.
Strong computer and systems aptitude with CRM, ticketing, business systems, reporting tools, KPI tracking and data analysis.
The ability to assess customer needs, route issues appropriately, and communicate information effectively.
Highly organized with strong attention to detail, documentation, and record-keeping skills.
Self-motivated, resourceful, and adaptable in a fast-paced environment with the ability to manage multiple priorities and respond effectively to changing customer and business needs.
Strong interpersonal and relationship-building skills with the ability to work independently, as part of a team, and with minimal supervision.
Periods of sitting at a desk and working on a computer.
Must be able to operate a computer, telephone, and other standard office equipment.
Must be able to occasionally lift, push, pull, and carry office materials and equipment.
Must be able to lift up to 25 pounds at times.
Dexterity and accuracy as needed to enter data, maintain records, and operate office equipment.

Nice To Haves

Aurea CRM experience preferred.
Experience with data analytics and reporting is a plus.

Responsibilities

Receive and assess customer inquiries.
Gather required information.
Provide basic support guidance.
Coordinate escalation of technical issues to the appropriate Field Service Engineer (FSE) or technical support resource.
Ensure timely response and follow-up through high volume phone, email, and other communication channels.
Assist customers with service and spare parts quotations, returns, and service requests (SRs).
Maintain accurate records of customer interactions, requests, and resolutions within CRM, SAP, KPI reporting tools, and other business systems.
Ensure effective tracking, communication, reporting, and timely follow-up.
Maintain an accurate service calendar and ensure compliance with scheduling processes and documentation requirements.
Schedule and dispatch Field Service Engineers (FSEs) for onsite service activities.
Ensure required approvals, payment status, and part availability are confirmed prior to dispatch.
Coordinate scheduling priorities and communicate updates with customers and internal teams to support timely service execution.
Collaborate with cross-functional teams, technical resources, and management.
Coordinate, escalate, and resolve complex customer issues requiring additional investigation, review, or specialized support.
Build strong customer relationships by actively engaging with customers, demonstrating empathy, and going the extra mile to exceed their expectations.
Strive to achieve high customer satisfaction and loyalty through exceptional service.
Escalate any recurring issues or trends.
Develop a comprehensive understanding of the products or services offered by the company.
Stay updated on new features, upgrades, and technical specifications to provide accurate information, assistance, and documentation to customers.
Adheres to all safety, quality, and environmental standards.
Maintains a safe and organized work environment and promptly reports potential hazards or concerns.