Customer Service Representative

FANUC America Corporation • Rochester Hills, MI

7h

About The Position

The Customer Service Representative will be responsible for facilitating a simple and effective exchange for the customer on behalf of FANUC America regarding the purchase of after-market (spare or replacement) parts. The position requires responding to customer requests for technical information, price, delivery and the order of spare or replacement parts for the complete line of FANUC Robots, as well as processing and managing those orders. The ideal candidate is enthusiastic, customer-focused, and results-oriented with proven experience providing positive interactions with customers to ensure customer satisfaction.

Requirements

• High School Diploma and GED
• Minimum one year of customer service or technical work experience
• Prior exposure to FANUC equipment
• Prior experience providing customer service over the phone with excellent phone conversation and caller management skills
• Ability to follow call structure and remain available to the Call Center needs
• Ability to read technical manuals and engineering drawings helpful
• Effectively and professionally organize and plan for many simultaneous and complex issues
• Successfully work in teams, personal initiative, and professionally manage themselves
• Excellent interpersonal and communication skills including listening, technical writing and technical communication
• Proven high level of competency in Windows, Oracle, MS Office including Word, PowerPoint, Excel, and other web-based applications
• Demonstrated willingness and ability to multi-task, to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, ability to complete tasks in situations that have a speed or productivity quota
• Ability to manage high level of stress during peak or overload conditions with calls in queue
• Must be able to work all/any schedule required to support the call center which is subject to change at any time to support customer and business needs
• Willing to work overtime when required to meet special/critical deadlines

Nice To Haves

• Degree in Business or related field; or equivalent relevant experience
• Two or more years of customer service or technical work experience at FANUC

Responsibilities

• Determining the customer’s needs
• Perform daily order management functions including: Defining specific part(s) requirements/numbers, Checking/confirming part(s) availability/delivery, Part(s) quoting/pricing, Confirming orders, entering orders, and inputting data
• Following up on orders, delivery validation, and/or invoicing
• Processing returns and/or warranty claims
• Processing PC and server simulation software orders, registration, and troubleshooting
• Manage customer credits
• Interact with other departments including Finance, Purchasing, Inventory Planning, Logistics, Sales, Tech Support, Training, Service, etc. to ensure customer expectations are achieved 100% of the time
• Gather technical information to help customers define specific part/number requirements
• Utilize technical parts manuals as necessary
• Provide Sales Order status
• Create and process Return Authorizations
• Maintain strong knowledge & keep up‑to‑date on FAC product lines to provide telephone, e-mail and chat troubleshooting support that requires: Familiarity with technical manuals, FANUC product part knowledge, Hotline/Technical Support Log (TSL) training

Benefits

• Medical, Dental & Vision Insurance
• 401(k) Retirement Program
• Life Insurance
• Short-Term & Long-Term Disability Plans
• Tuition Reimbursement
• Wellness Program
• Flexible Spending Accounts
• Employee Assistance Program
• Flexible Benefit Dollars
• Generous Holiday & Vacation Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED