Customer Service Representative

PURPOSE AND DESCRIPTION:
Purpose of this position is to facilitate a simple and effective exchange between the customer and
customer service representative on behalf of the Employer for 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 and
the subsequent processing and management of those orders.
ESSENTIAL FUNCTIONS:
 Perform daily order management functions including:
 Determination of customer need
 Definition of specific part(s) requirements/number
 Check/confirmation of part(s) availability/delivery
 Part(s) quoting/pricing
 Order confirmation, order entry, data input
 Order follow-up/delivery validation/invoicing
 Return/warranty claim processing
 PC and server simulation software order processing, registration and troubleshooting.
 Credits
 Positive interaction w/customers to best meet practical and emotional needs.
 Ability to follow call structure and remain available to the Call Center needs.
 High degree of customer sensitivity
 Effective at receiving/giving critical information
 Courteous and professional phone demeanor
 Responsive to call-back requirements
 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 customer define specific part/number requirements.
 Use of technical parts manuals
 Provide Sales Order status
 Create and process Return Authorizations
 Maintain strong knowledge & keep up-to-date on product lines to provide telephone, email
and chat troubleshooting support that requires:
 Familiarity with technical manuals
 Product part knowledge
 Reliable, consistent attendance required.
OTHER FUNCTIONS:
 Special Projects as required.
 Actively participate in the ongoing improvement process.
 Provide back-up for other employees as circumstances require.
MINIMUM REQUIREMENTS:
1. SKILLS/KNOWLEDGE
 Excellent phone conversation and caller management skills.
 Well-developed technical writing skills.
 Well-developed technical communication skills.
 Courteous, helpful and professional demeanor.
 Manages many tasks simultaneously, well organized.
 Handles potentially frustrating situations with customers positively.
 Ability to read technical manuals and engineering drawings helpful.
 Efficient at using computerized business systems, including Oracle, MS-Office, etc.
 Prior exposure to equipment.
 Works effectively and cooperates with other employees or representatives.
2. EXPERIENCE/EDUCATION
 Minimum of Associate Degree in business or related field, or equivalent related work experience.
 Minimum of one year customer service or technical work experience.
3. PHYSICAL EFFORT AND DEXTERITY
4. VISUAL ACUITY, HEARING, SPEAKING
 Good visual acuity, hearing and speaking is required
5. ENVIRONMENT AND SCHEDULING
 Can face peak or overload conditions with calls in queue and associated stress, frustration.
 Willing to work occasional overtime when required to meet special deadlines in response to
customer requirements.
 Minimal travel required.
 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.