About this role
Job Description Job DescriptionReference Job #838 Who You Are As a bilingual Customer Service Representative, you will be responsible for facilitating a simple and effective exchange between the customer and customer service representative on behalf of FANUC Canada 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 FANUC Robots and the subsequent processing and management of those orders. How It's Done Perform daily order management functions including:
• Assess customer needs and determine required parts, quantities, and specifications • Verify part availability, lead times, and provide accurate pricing and quotations • Process orders including entry, confirmation, data input, and invoicing • Monitor orders through fulfillment, including delivery validation and follow-up • Manage returns, warranty claims, credits, and support PC/server simulation software processing, registration, and troubleshooting • Deliver positive customer interactions that effectively address both practical needs and emotional concerns. • Demonstrate strong customer focus with a courteous, professional phone presence and high sensitivity to caller needs • Effectively follow call center protocols while remaining responsive and available to support call volume • Communicate clearly and efficiently, ensuring accurate exchange of critical information and timely follow-up on callbacks • 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 and analyze technical information to identify customer part requirements, utilizing technical manuals and documentation • Provide accurate sales order status updates and process Return Authorizations (RAs) as needed • Maintain up-to-date knowledge of FANUC product lines to deliver effective troubleshooting support via phone, e-mail, and chat • Apply strong familiarity with technical manuals and FANUC parts to ensure accurate guidance and issue resolution What You Need
• Minimum of two-year Secondary School Diploma or equivalent related work experience • Minimum of two years of customer service and technical experience, with a strong focus on processing customer orders using an ERP system • Fluent in both French and English (spoken and written) to effectively communicate with a diverse customer base, provide support, resolve inquiries, and ensure a high-quality customer experience across both languages • Experience using ERP systems to process and manage customer orders efficiently • Strong phone, customer service, and caller management skills with a professional, courteous demeanor • Excellent written and verbal communication skills, including technical writing, with the ability to manage multiple tasks and stay organized • Ability to handle challenging customer situations positively, collaborate effectively with others What Would Be Even Better
• Post-secondary diploma (2-year) or equivalent in business or related field or completion of a Trade or Technical School program with more than 2 years order processing using Oracle • Familiarity with FANUC product lines It's Your Move Joining FANUC means becoming part of a team that values your unique perspective and encourages continuous learning and collaboration. We foster a culture where respect and innovation go hand in hand, and where your contribut