Fujitsu

Customer Support

• Provide timely, professional customer support via phone and email
• Resolve delivery delays, address discrepancies, order inquiries, and service-related issues
• Update points of contact in ServiceNow service calls and manage call deferrals and watchlist activities
• Document customer calls and email actions in ServiceNow
• Monitor inventory accuracy, scrap orders, sub-inventory reviews, and inventory disposition
• Monitor company delivery exceptions and coordinate with FedEx to complete deliveries and meet service call SLAs
• Monitor and resolve BigCommerce order errors
• Generate and review daily operational reports, including Open Picks, Aging, URMA, and related reports
• Compile daily reports for deferrals, watchlists, assigned Field Engineer cases, E-commerce RMAs, backorders, and ECOM pending orders
• Run weekly aging RMA reports for Ingram and TD Synnex
• Track rental scanners and ensure units are returned by their due dates
• Investigate URMAs and resolve discrepancies
• Support EOL/EOS processes and contract updates
• Monitor purchase order discrepancies, shipping exceptions, and EDI errors
• Ensure end-to-end execution of service calls and service orders in alignment with SLAs, policies, and customer requirements
• Administer Service Sales operations, including order processing, EDI transactions, bulk uploads, trade-in requests, RMAs, and shipping documentation
• Maintain customer, contract, and service records and analyze operational and contract performance reports
• Liaise with TAC, OMNI, Field Engineers, Planning, Logistics, and Service Contracts to resolve issues
• Serve as primary contact for customers, resellers, and distributors across shared and individual inboxes
• Acknowledge and respond to department and personal inbox emails within two business hours, copying the Supervisor
• Research, process, and deposit returns and URMAs within two business days
• Provide daily, weekly, and status updates, reports, and operational summaries
• Maintain professional, clear, concise, accurate, and courteous written communication
• Log into Genesys at the start of each scheduled workday, remain available through the assigned shift, and update queue status

Customer Service Representative

• Provide timely, professional customer support through phone and email
• Resolve delivery delays, address discrepancies, order inquiries, and other customer issues
• Update points of contact in ServiceNow service calls
• Manage call deferrals and watchlist activities according to established procedures
• Document customer calls and email actions in ServiceNow
• Monitor inventory accuracy, negative balances, excess inventory, and aged inventory
• Manage scrap orders, sub-inventory reviews, and inventory disposition, including ECNs
• Monitor company delivery exceptions and coordinate with FedEx to complete deliveries and meet service-call SLAs
• Monitor and resolve BigCommerce order errors
• Maintain accurate ISO-compliant records and documentation
• Generate and review daily operational reports
• Compile daily reports for deferrals, watchlists, assigned Field Engineer cases, ECOM RMAs, backorders, and ECOM pending orders
• Compile weekly reports for Ingram and TD Synnes aging RMAs
• Track rental scanner alerts and ensure units are returned by their due dates
• Investigate URMAs and resolve discrepancies
• Support EOL/EOS processes and contract updates
• Monitor and resolve purchase order discrepancies, shipping exceptions, and EDI errors
• Execute service calls and service orders in alignment with SLAs, policies, and customer requirements
• Monitor order fulfillment, shipment status, and delivery performance; escalate and resolve exceptions
• Partner with Planning, Logistics, and Service Contracts teams on order, inventory, and service discrepancies
• Administer Service Sales operations, including order processing, EDI transactions, bulk uploads, trade-in requests, RMAs, and shipping documentation
• Maintain customer, contract, and service-record data integrity
• Liaise with TAC, OMNI, and Field Engineers for issue resolution and service coordination
• Serve as a primary contact for customers, resellers, and distributors across shared and individual inboxes
• Acknowledge and respond to department and personal inbox emails within two business hours, copying the Supervisor
• Research, process, and deposit returns and URMAs within two business days
• Provide daily, weekly, and status updates, reports, and operational summaries
• Maintain professional, clear, concise, accurate, and courteous written communications
• Log into Genesys at the start of each scheduled workday, remain available in the queue during working hours, and update queue status appropriately