Customer Service Representative

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.

Primary responsibilities will include:

• 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.

Ideal candidate will have the following experience and education:

• 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.

Preferred Qualifications:

• 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.

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
• Flexible Benefit Dollars
• Generous Holiday & Vacation Program

Sponsorship is not provided for this position.