Customer Repair Representative

Job Description

Job Description

Customer Repair Representative | Hoffman Estates, IL

Shift: 8am - 5pm

Long-Term contract with potential for direct hire

The Customer Repair Representative is responsible for providing knowledgeable, professional, and high-quality support to customers requesting repair services or inquiring about account status. This role plays a vital part in ensuring customer satisfaction by resolving issues efficiently and fostering strong collaboration across multiple departments.

Primary responsibilities will include:

• Provide phone support to internal and external customers regarding repair scheduling and account inquiries.
• Quote prices and lead times for parts and repairs; respond to customer correspondence via email and web.
• Accurately issue and process Return Authorizations (RAs), check repair order status, and maintain proper documentation.
• Act as a key point of contact, facilitating cross-department collaboration between the Customer Support Center and the PCB/Motor Repair, Warehouse, and Service departments.
• Offer backup support to other roles within the department as needed.
• Communicate effectively and professionally to build and maintain positive relationships with customers and colleagues.
• Assist with technical problem-solving and provide hands-on ACD training for new team members.
• Be available to work overtime as required.
• Perform other duties as assigned.

 

Ideal candidate will have the following experience and education:

• High School Diploma or GED
• Three years or more of customer service experience, preferably in a technical, manufacturing, or service‐oriented environment.
• Experience handling escalated customer issues and complex service requests.
• Ability to quickly learn and understand company products, systems, and processes.
• Strong written and verbal communication skills, including spelling, grammar, and documentation accuracy.
• Proficiency with Microsoft 365 applications, Microsoft Windows, and common office software.
• Experience with ERP systems such as Oracle (or similar platforms).
• Ability to work professionally with individuals at all organizational levels.

Preferred Qualifications:

• Associate degree or equivalent professional experience.
• Experience with Oracle and Five9.
• Technical aptitude for identifying parts or components is strongly preferred.
• Experience using ACD phone/headset systems is a plus.
• Familiarity with repair processes and service workflows; experience in electronics, mechanical components, or industrial service environments is a plus.
• Familiarity with warehouse, service, or repair environments is beneficial.

 

Required Competencies:

• Minimum of three years in a customer service role at FANUC America.
• In-depth understanding of FANUC America’s repair processes.

 

Physical & Mental Requirements:

• Work is performed in a standard office environment with consistent temperature control.
• Ability to sit, stand, and walk throughout the workday.
• Occasionally required to lift or carry items weighing up to 10 pounds.
• Manual dexterity in both hands for operating a computer keyboard, mouse, and calculator.
• Visual acuity to read and interpret documents and utilize multiple computer screens.
• Mental focus and cognitive ability to manage multiple tasks, prioritize effectively, and resolve customer issues.
• Emotional resilience and professionalism when handling challenging customer interactions.
• Ability to maintain concentration and attention to detail in a fast-paced environment.
• Physical Example: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials.
• Mental Examples: Learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of workflow, ability to communicate with visitors, ability to complete tasks in situations that have a speed or productivity quota.

Company Description

Branex Group is a Minority-owned Technical Staffing firm headquartered in Auburn Hills, MI. We are a Certified Women’s Owned Business through the Women’s Business Enterprise National Council (WBENC). We specialize in Engineering, Information Technology, Robotics, Human Resources, and Finance opportunities across the United States.

Branex Group is committed to being an Equal Employment Opportunity Employer and fostering a diverse and inclusive workplace. We ensure all applicants and employees are considered without discrimination or harassment based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, disability status, genetics, or any other protected characteristic by State and Federal laws.

Branex Group offers the following benefits:
- Medical Insurance
- Dental Insurance
- Vision insurance
- Paid time off
- 401(k)

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Company Description

Branex Group is a Minority-owned Technical Staffing firm headquartered in Auburn Hills, MI. We are a Certified Women’s Owned Business through the Women’s Business Enterprise National Council (WBENC). We specialize in Engineering, Information Technology, Robotics, Human Resources, and Finance opportunities across the United States.\r\n\r\nBranex Group is committed to being an Equal Employment Opportunity Employer and fostering a diverse and inclusive workplace. We ensure all applicants and employees are considered without discrimination or harassment based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, disability status, genetics, or any other protected characteristic by State and Federal laws.\r\n\r\n\r\nBranex Group offers the following benefits:\r\n- Medical Insurance\r\n- Dental Insurance\r\n- Vision insurance\r\n- Paid time off\r\n- 401(k)\r\n\r\n This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.