2096 - Customer Service Representative

Rochester Hills, Michigan (Contract)

ABOUT US

GLOBAL Automation Technologies is a U.S.-based industrial company founded in 2009 with a global presence across North America, South Africa, and the UAE. GLOBAL specializes in delivering comprehensive automation solutions, including robotic integration, project management, mechanical design, and maintenance, catering to industries such as automotive, aerospace, and manufacturing.

POSITION SUMMARY

The Customer Service Representative will facilitate efficient exchanges between customers to support the purchase of spare and replacement parts for robots. This role involves managing customer requests for technical information, pricing, and order fulfillment, along with processing returns, warranties, and software orders.

RESPONSIBILITIES

• Manage customer orders by assessing needs, defining parts, checking availability, quoting prices, confirming orders, and ensuring timely delivery.
• Process returns, warranty claims, credits, and handle software orders.
• Maintain positive customer interactions, addressing both practical and emotional needs to ensure satisfaction.
• Follow structured call protocols, stay available for Call Center needs, andcommunicate professionally with customers.
• Collaborate with internal teams (Finance, Purchasing, Logistics, etc.) to meetcustomer expectations.
• Provide updates on Sales Order status, assist customers with technical details using manuals, and process Return Authorizations.
• Stay updated on product lines to support troubleshooting via phone, email, and chat.

QUALIFICATIONS

• Education: Associate Degree in business or related field, or equivalent experience.
• Experience: Minimum one year in customer service or a technical support role.
• Technical Skills: Proficiency in business systems (e.g., Oracle, MS Office) and ability to read technical manuals and drawings.
• Soft Skills: Strong phone management and customer interaction skills; courteous, professional demeanor; highly organized and able to multitask.
• Shift Requirements: Start on 8am-5pm; transition to 9am-6pm after 6-9 months for 9- 12 months, then choose between 8am-5pm or 9am-6pm. After Hours rotation (mandatory) starts 6-9 months in, with work-from-home 7am-4pm during on-call weeks, paid OT, and a guaranteed 7 hours OT. Optional 7am-4pm shift rotation starts around 6 months in and rotates weekly across 30 agents, usually 2-3 weeks/year.