High Level Email Support CSR
About The Position
This role serves as a key point of contact for customers purchasing aftermarket spare and replacement parts for industrial robotic systems. This is an excellent opportunity to build a long-term career with a growing organization known for internal advancement opportunities, strong benefits, and employee development. This is a high-volume customer service role requiring strong organizational and communication skills. The Parts Customer Service Representative is responsible for facilitating efficient communication between customers and the robotics customer service team regarding aftermarket parts purchases. This role supports customers by providing technical information, pricing, availability, delivery timelines, and order processing assistance. The majority of work is conducted through email, chat, and phone communication, with regular onsite attendance required at the Rochester Hills, Michigan location.
Requirements
- Strong customer service experience
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience working with order processing and customer inquiries
- Ability to interpret technical parts manuals and documentation
- Strong attention to detail and problem-solving skills
- Proficiency with Microsoft Office and business systems
- Pre-employment 5-panel drug screening required
- 7-year bg check required
Nice To Haves
- Experience supporting industrial, manufacturing, automotive, technical, or parts-related customers is a plus.
Responsibilities
- Identify customer needs and product requirements
- Research and verify part numbers
- Confirm inventory availability and delivery schedules
- Prepare and provide customer quotations
- Enter and process customer orders
- Track orders through fulfillment
- Follow up regarding deliveries and invoices
- Process returns, warranty claims, and customer credits
- Provide order status updates
- Deliver professional, responsive customer service
- Handle inbound and outbound customer inquiries
- Respond promptly to callback requests
- Communicate critical information clearly and accurately
- Follow established call center procedures
- Maintain a positive and customer-focused approach
- Work closely with Finance, Purchasing, Inventory Planning, Logistics, Sales, Service, Technical Support, Training, Inventory Control, Traffic, and Warehousing teams
- Gather technical information to help customers identify the correct replacement parts
- Support teammates and provide backup coverage as needed
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
