Customer Service Rep

Yaskawa America, Inc. - Drives & Motion Division is a global leader in variable speed drives, motion controls and robotics. We look to hire people who value a positive work culture, want to be part of a winning team, and have a desire to learn and grow. Yaskawa’s culture of continuous improvement values hiring individuals that are looking for the opportunity to stretch their current talents and skills to the next level and beyond.

We are seeking a Customer Service Representative to coordinate, process and close warranty customer property claims, ensuring all are followed up on and completed, schedule Drives field service and startups and process customer and ASP warranty claims timely to ensure customer satisfaction and minimal customer down time.

• Quote Drives Field Service, Startup Industrial, Startup Commercial as well as Customer Property Repairs for Drives products.
• Processes in house repair orders and follows through from start to finish.
• Ships warranty part shipments when required.
• Schedule Drives Field Service and Startups based on Product, Tech location and availability of parts and or personnel whether internal or 3rd party.
• Responsible for issuing purchase orders for the ASP providers.
• Issue RMA’s and ensure parts are returned by ASP’s and are moved from consignment.
• Run open order reports each week and follow up with ASP’s to ensure their reports are received, parts are returned, warranty is verified and invoice is submitted.
• Review ASP service reports for trips and hours to ensure they are within the program’s requirements.
• Follow up and confirm/complete/bill open orders and advising customer of the outcome.
• Process and ensure proper warranty information is provided to factories so that Yaskawa is reimbursed for products covered under warranty.
• Provide pertinent feedback to Sales team and Management of any technical issues requiring follow-up.
• Resolve conflicts with ASP’s, distributors and end users.

Qualifications:

• Minimum of five to eight years of Customer Service, Order Entry and/or Call Center experience preferred
• Strong Project Management and organizational skill-sets
• Must be able to work with all levels of management, various departments, external sales and many different types of customers
• Excellent communication and interpersonal abilities including technical writing and presentation skills; highly organized and strong analytical skills
• Proficient with PC and software (word processing, graphics, spreadsheets, etc.)
• SAP/CRM knowledge concerning the Service and Sales Modules is highly preferred
• Familiarity with business systems and a good understanding of production, engineering, sales, and aftermarket functions
• Possess a knowledge and proven background in creating and improving workflow and business processes
• A thorough understanding and demonstrated experience of troubleshooting and problem resolution techniques
• Must be able to communicate effectively with customers to determine the best course of action for each situation
• Ability to work under high pressure; in constantly changing environment.
• Must be able to work independently with minimal Supervision

Some key advantages to working at Yaskawa include: a global environment with interactions to numerous cultures, career opportunities in diverse areas, a highly competitive benefit package, including uncapped incentive plan, car allowance, a generous 401(K) plan, profit sharing, corporate wide bonus plan, educational assistance programs offering up to $10,000 a year for graduate courses, and monetary rewards through Associate Recognition Programs. Yaskawa is an equal opportunity employer.

EOE/M/F/Disabled/Vets

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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