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Customer Service Representative

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Manufacturing
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435 Total Views
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190004QS Requisition #
TechnipFMC is a global oil and gas leader, specialized in subsea, onshore, offshore, and surface technologies. Our mission: to enhance the performance of world’s energy industry. How we do it: by constantly challenging conventions and investing in our 37 000+ employees, across 48 countries. At TechnipFMC, we aim to offer an inspiring working experience: tackling some of the most complex technical and engineering challenges in the world in collaboration with a truly global team.

POSITION PURPOSE:
The Customer Service Representative is responsible for managing customer after-market sales, repairs, and warranties. This position will interact with all Departments within the Company, Vendors and Subject Matter Experts to ensure that the Schilling Robotics Supply Chain meets Customer requirements.

POSITION DUTIES:
• Maintain established RMA, Spares Orders and Warranty processes, procedures, and policies.
• Drive continual improvement of processes including but not limited to RMA, Service Bulletins, Spares, backlog management.
• Key member of LRU program development and management
• Manage customer spare part orders and RMA’s within the online ordering system.
• Manage Manipulator Orders
• Support customers in regards to but not limited to the following: Online ordering system, RMA status, RMA and Spares process, policy, problem resolution, and expediting
• Pricing of spare parts
• Process internal shipping forms
• Process and manage SOPA forms
• Maintain weekly measurements as required.
• Communicate status of orders as requested by other departments.
• Work with Operations and Customer Service teams to improve cross functional Standard Work Processes.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Manage large amounts of incoming emails to meet or exceed a 24hr turnaround
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Projects and tasks as assigned by supervisor

POSITION REQUIREMENTS:
• Proven customer support experience in manufacturing environment
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent verbal and written communication skills
• One or more years of experience with an ERP/MRP system.
• Ability to multi-task, prioritize and manage time effectively.
• Proficient in MS Office Suite (Word/Excel*/Outlook).
• Able to work on multiple requirements at the same time.

PREFERRED:
• Strong math and analytical skills

ESSENTIAL SKILLS, KNOWLEDGE & ABILITIES:
• Excellent prioritization skills
• Attention to detail
• Excellent at following up and following through
• Excellent interpersonal skills.
• Problem Solving

PHYSICAL REQUIREMENTS:
• Regularly required to sit, stand, walk, bend, kneel, listen and speak for long periods of time.
• Manual dexterity using hands, fingers, and arms to push, pull, reach, grab, hold, and lift.
• Wear steel toe shoes, safety glasses and other personal protective equipment as needed.
• Ability to lift up to 40 pounds.
• Frequent use of PC.
• Close visual acuity is required to perform activities such a viewing computer screens and reading.

Learn more about TechnipFMC
Learn more about us and find other open positions at our Career Page. Follow us on LinkedIn for company updates.

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