Details

Job Title: 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 client 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 FAC product lines to provide telephone, email
and chat troubleshooting support that requires:
 Familiarity with technical manuals
 product part knowledge
 Hotline/Technical Support Log (TSL) training
 Reliable, consistent attendance required

OTHER FUNCTIONS:
 Special Projects as required.
 Actively participate in the ongoing improvement process at FAC.
 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 BaaN, 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
 Extended sitting, standing, typing, time on the telephone.