Customer Service Representative

FANUC America Corporation • Rochester Hills, MI • 46min ago

Job Description

Who You Are As a Customer Service Representative, you would serve as a key point of contact for customers seeking after-market spare and replacement parts for FANUC robots. Your work would help ensure customers receive the information, support, and products they need to keep their operations running efficiently while delivering a positive customer experience throughout the ordering process.

In this role, you would support customers by identifying parts requirements, providing pricing and delivery information, processing orders, managing returns and warranty claims, and assisting with software registrations and troubleshooting. You would collaborate closely with teams across Finance, Purchasing, Inventory Planning, Logistics, Sales, Technical Support, Training, and Service to ensure customer expectations are met.

Successful candidates will be customer-focused, highly organized, and comfortable managing multiple priorities in a fast-paced environment. Strong communication skills, attention to detail, and a positive approach to problem-solving are essential. If you enjoy helping customers, working collaboratively, and contributing to an exceptional service experience, we encourage you to apply.

How It's Done

Manage daily customer orders, including identifying customer needs, validating part requirements, confirming availability, and processing orders.

Provide customers with pricing, quotations, delivery information, order confirmations, and order status updates.

Follow up on orders, delivery validation, invoicing activities, credits, returns, and warranty claims.

Process PC and server simulation software orders, registrations, and troubleshooting requests.

Gather technical information and utilize parts manuals to help customers identify the correct replacement parts.

Create and process Return Authorizations (RAs) in accordance with company procedures.

Collaborate with Finance, Purchasing, Inventory Planning, Logistics, Sales, Technical Support, Training, and Service teams to ensure customer satisfaction.

Maintain current knowledge of FANUC product lines and related support resources.

Provide telephone, email, and chat support for customer inquiries.

Utilize technical manuals, product knowledge, and support tools to effectively resolve customer issues.

What You Need

High School Diploma or GED.

Minimum one year of customer service or technical work experience.

Strong customer service skills with a professional, courteous, and helpful demeanor.

Ability to effectively manage difficult or potentially frustrating customer situations.

Strong organizational skills with the ability to manage multiple priorities simultaneously.

Excellent interpersonal, written, verbal, listening, and technical communication skills.

Proficiency with Windows, Oracle, Microsoft Word, PowerPoint, Excel, and web-based applications.

Ability to work varying schedules, overtime as needed, and effectively perform in a fast-paced call center environment.

What Would Be Even Better

Associate Degree in Business or a related field, or equivalent relevant experience.

Prior exposure to FANUC equipment.

Experience providing customer service over the phone with strong caller management skills.

Ability to follow established call structures while supporting call center performance requirements.

Ability to read and interpret technical manuals and engineering drawings.

It's Your Move

At FANUC America, we are driven by a deep respect for our people and a commitment to building a workplace dedicated to integrity and excellence. We believe that great careers are built through opportunity, growth, and collaboration-and we're excited to invite talented individuals like you to explore what's possible with us.

If you're ready to take the next step in your career, we invite you to apply today. We look forward to learning more about you!

Benefits

We offer market competitive pay and benefits programs, as well as opportunities for advancement, knowledge and skill development, and recognition of individual achievements. In addition, we offer the following benefits to our employees:

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

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