Job Description
Job Description
Customer Service Representative
The Customer Service Representative will be responsible for facilitating a simple and effective exchange for the customer 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 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:
- Perform daily order management functions including determining customer needs, defining part requirements/numbers, checking availability/delivery, quoting pricing, confirming and entering orders, and inputting data
- Follow up on orders, delivery validation, and invoicing
- Process returns, warranty claims, and credits
- Process PC and server simulation software orders, registration, and troubleshooting
- Interact with other departments including finance, purchasing, inventory planning, logistics, sales, tech support, training, and service 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 and stay up to date on product lines to provide telephone, email, and chat troubleshooting support, requiring familiarity with technical manuals, product knowledge, and hotline/technical support log training
Required 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
Preferred Qualifications:
- Prior exposure to robotics or industrial 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 call center needs
- Ability to read technical manuals and engineering drawings helpful
Required Competencies:
- Customer service skills, courteous, helpful, and professional demeanor
- Ability to handle potentially frustrating situations with customers positively
- High degree of customer sensitivity
- Responsive to call-back requirements
- Organizational skills, able to manage multiple complex issues while staying detail-oriented
- Team player who works well independently in a somewhat unstructured environment
- Excellent interpersonal and communication skills, including listening, technical writing, and technical communication
- High level of competency in Windows, Oracle, and MS Office (Word, PowerPoint, Excel)
Physical & Mental Requirements:
- Position involves desk work most of the time, including extended sitting, standing, typing, and time on the telephone
- Ability to multi-task, learn new processes, and meet deadlines under productivity quotas
- Common to face peak or overload call volume and associated stress
- Good visual acuity, hearing, and speaking required
- Must be able to work all/any schedule required to support the call center, subject to change
- Willing to work overtime when required to meet special/critical deadlines