Customer Service Representative - After-Market Spare Parts

FANUC America Corporation•Mississauga, ON

7d•CA$56,160 - CA$90,480•Onsite

About The Position

The Customer Service Representative role will be responsible for facilitating a simple and effective exchange between the customer and customer service representative on behalf of FANUC Canada for 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 and the subsequent processing and management of those orders.

Requirements

Secondary School Diploma or equivalent required
Minimum of two (2) years of technical or related work experience
Strong phone, customer service, and caller management skills with a professional, courteous demeanor
Excellent written and verbal communication skills, including technical writing, with the ability to manage multiple tasks and stay organized
Ability to handle challenging customer situations positively, collaborate effectively with others

Nice To Haves

Post-secondary diploma (2-year) or equivalent in business or related field or completion of a Trade or Technical School program with a minimum of three (3) years of hands-on facilities or related experience
Familiarity with FANUC product lines

Responsibilities

Perform daily order management functions including: Assess customer needs and determine required parts, quantities, and specifications
Verify part availability, lead times, and provide accurate pricing and quotations
Process orders including entry, confirmation, data input, and invoicing
Monitor orders through fulfillment, including delivery validation and follow-up
Manage returns, warranty claims, credits, and support PC/server simulation software processing, registration, and troubleshooting
Deliver positive customer interactions that effectively address both practical needs and emotional concerns.
Demonstrate strong customer focus with a courteous, professional phone presence and high sensitivity to caller needs
Effectively follow call center protocols while remaining responsive and available to support call volume
Communicate clearly and efficiently, ensuring accurate exchange of critical information and timely follow-up on callbacks
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 and analyze technical information to identify customer part requirements, utilizing technical manuals and documentation
Provide accurate sales order status updates and process Return Authorizations (RAs) as needed
Maintain up-to-date knowledge of FANUC product lines to deliver effective troubleshooting support via phone, email, and chat
Apply strong familiarity with technical manuals and FANUC parts to ensure accurate guidance and issue resolution