Customer Service Representative

FANUC America Corporation•Rochester Hills, MI

35d

About The Position

At FANUC America Corporation we are passionate about our customers, our employees, and the work we perform. We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported. We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people and are interested in being considered for a career at FANUC America, we invite you to apply today! 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 or GED
Associate or Bachelor's Degree in Business or related field; or equivalent relevant experience preferred.
Minimum one year of customer service or technical work experience.
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

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.

Responsibilities

Perform daily order management functions including:
Determining the customer’s needs.
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.
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, email and chat troubleshooting support that requires:
Familiarity with technical manuals.
FANUC product part knowledge.
Hotline/Technical Support Log (TSL) training.