Robotics Customer Care Specialist - Hybrid & CRM-SAP

SmartRecruiters, Inc.; Northern (KY); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Stäubli Corporation, robotics division, in Duncan, SC, seeks a Customer Care Specialist to serve as the frontline for customer inquiries, coordinating technical escalations and ensuring timely responses across phone, email, and other channels.

You will support service quotes, parts requests, and scheduling of Field Service Engineers, while maintaining accurate records in CRM and SAP, and collaborating with cross-functional teams to deliver exceptional customer care.

Qualifications

• Associate degree or higher or equivalent technical education and experience preferred.
• Previous experience in technical support or customer service roles is preferred.
• Customer-oriented attitude.
• Familiarity with CRM or ticketing systems to manage customer interactions and track support requests.
• Experience with ERP (SAP) system.

Responsibilities

• Receive and assess customer inquiries.
• Coordinate escalation of technical issues to the appropriate Field Service Engineer (FSE) or technical support resource.
• Ensure timely response and follow-up through high volume phone, email, and other communication channels.
• Assist customers with service and spare parts quotations, returns, and service requests (SRs).
• Maintain accurate records of customer interactions, requests, and resolutions within CRM, SAP, KPI reporting tools, and other business systems.
• Schedule and dispatch Field Service Engineers (FSEs) for onsite service activities.
• Ensure required approvals, payment status, and part availability are confirmed prior to dispatch.
• Coordinate scheduling priorities and communicate updates with customers and internal teams to support timely service execution.
• Collaborate with cross-functional teams, technical resources, and management.
• Coordinate, elevate, and resolve complex customer issues requiring additional investigation, review, or specialized support.
• Build strong customer relationships by actively engaging with customers, demonstrating empathy, and going the extra mile to exceed their expectations.

Skills

CRM experience

ERP SAP

Ticketing systems

Data analysis

Communication

Education

Associate degree or higher

Tools

SAP

Aurea CRM

Job description

Stäubli Corporation, robotics division, in Duncan, SC, seeks a Customer Care Specialist to serve as the frontline for customer inquiries, coordinating technical escalations and ensuring timely responses across phone, email, and other channels.

You will support service quotes, parts requests, and scheduling of Field Service Engineers, while maintaining accurate records in CRM and SAP, and collaborating with cross-functional teams to deliver exceptional customer care.