CUSTOMER SUCCESS REPRESENTATIVE (FULL-TIME ENTRY-LEVEL OPPORTUNITY)

Fagor Automation | CNC & Feedback Systems | Automation Solutions; Rolling Meadows (IL); On-site; USD 25,000 - 30,000; Full time

Job summary

Fagor Automation is seeking a Customer Success Representative to act as the primary contact for incoming calls and emails, handling order updates, quotes, and RMAs, and routing complex inquiries to the right team.

In this role you will gain hands-on experience in service operations and administration, within an international organization, with mentorship and opportunities to grow in customer service and business administration.

Qualifications

• High school diploma required; Associate's or Bachelor's degree preferred.
• Bilingual in English and Spanish with strong verbal and written communication skills.
• Comfortable learning SAP workflows and CRM platforms; strong attention to detail.

Responsibilities

• Serve as a primary point of contact for incoming calls and emails, providing timely, professional responses.
• Provide customers with order and shipment tracking updates.
• Create and process service quotes and RMAs within company systems.
• Route inquiries outside of scope to the appropriate team member or department for resolution.
• Maintain accurate records of customer interactions, quotes, and RMAs in SAP and CRM systems.

Job description

Position Summary

The Customer Success Representative serves as a primary point of contact for incoming customer calls and emails, providing order and shipment tracking updates, creating service quotes and Return Merchandise Authorizations (RMAs) within company systems, and routing more complex inquiries to the appropriate team member or department.

This role offers hands-on experience in customer service and service administration and is ideal for a candidate looking to build a career in customer service, service operations, or business administration.

Key Responsibilities

• Serve as a primary point of contact for incoming customer calls and emails, providing timely, professional responses.
• Provide customers with order and shipment tracking updates.
• Create and process service quotes and Return Merchandise Authorizations (RMAs) within company systems.
• Route inquiries outside of scope to the appropriate team member or department for resolution.
• Maintain accurate records of customer interactions, quotes, and RMAs within company systems, including SAP and CRM tools.
• Coordinate with the Service, Sales, and Shipping teams to help ensure customer inquiries are resolved promptly.
• Provide general administrative support to the Service department as needed.
• Receive hands-on training in customer service and service administration processes while working alongside experienced team members.

SCHEDULE

• Full-time position (approximately 40 hours per week).
• Monday through Friday, standard business hours.

Compensation

$18.00-$22.00 per hour, commensurate with experience.

What You Will Gain

• Hands-on experience in customer service and service administration.
• Exposure to service operations, quoting, and RMA processes within an international organization.
• Mentorship from experienced professionals.
• Development of skills in customer service, communication, and business administration.
• Opportunity for future growth within the organization

Qualifications

• High school diploma required; Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
• Bilingual in English and Spanish required, with strong verbal and written communication skills in both languages.
• Strong communication and interpersonal skills, both written and verbal, with a professional phone manner.
• Exceptional attention to detail and the ability to follow multi-step processes precisely and consistently - this role involves executing detailed SAP workflows where accuracy is critical.
• Ability to multitask and prioritize incoming calls, emails, and requests.
• Basic proficiency in Microsoft Office, particularly Excel and Outlook.
• Comfortable learning new software systems, including SAP and CRM platforms.
• Professional attitude, reliability, and willingness to learn.
• Previous customer service, call center, or administrative experience is a plus, but not required.