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Customer Service Representative

2 months ago

Rochester Hills, United States GLOBAL Automation Technologies Full time

Purpose of this position is to facilitate a simple and effective exchange between the customer and customer service representative 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: • Manage daily orders, including: o Determine customer needs o Define parts requirements and quantities o Check parts availability and delivery o Quote pricing and confirm orders o Enter data, follow up, and validate deliveries o Process returns and warranty claims o Handle software orders and troubleshoot o Issue credits • Maintain positive customer interactions, ensuring practical and emotional needs are met • Follow call structure and stay available for Call Center needs • Communicate effectively and professionally with customers • Respond promptly to call-backs • Collaborate with Finance, Purchasing, Inventory, Logistics, Sales, Tech Support, Training, and Service to meet customer expectations • Gather technical info to assist customers in defining parts requirements using technical manuals • Provide Sales Order status updates and process Return Authorizations • Stay updated on product lines to support troubleshooting via phone, email, and chat • Reliable, consistent attendance required Requirements: • Associate Degree in business or related field, or equivalent experience • At least one year of customer service or technical experience • Able to handle high call volume and associated stress • Strong phone conversation and caller management skills • Excellent technical writing and communication • Courteous, helpful, and professional demeanor • Organized and able to multitask • Handles customer frustrations positively • Ability to read technical manuals and drawings • Proficient with business systems like Oracle and MS Office • Experience with related equipment • Works well with others • Willing to work occasional overtime to meet deadlines