Customer Service Representative

Fujitsu

. Provide timely, professional customer support via phone and email .

Posted 9/22/2026contractSanta Clara • California • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support, effectively resolving delivery delays and discrepancies while maintaining accurate records and documentation. Proficient in using ServiceNow and BigCommerce to manage service calls, monitor inventory, and generate operational reports.

Highest-signal resume keywords

Customer Support ExperienceServiceNow ProficiencyBigCommerce Order ManagementOperational Reporting SkillsInventory Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportOrder ProcessingInventory MonitoringEDI TransactionsService Call ManagementOperational ReportingDiscrepancy ResolutionData Integrity MaintenanceEOL/EOS Process SupportScrap Order Management

Soft Skills

Professional CommunicationProblem-SolvingTime ManagementAttention to DetailCollaboration

Tools & Technologies

ServiceNowBigCommerceGenesys

Industry Keywords

SLA ComplianceISO ComplianceURMA InvestigationShipping ExceptionsPurchase Order Discrepancies

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience or capability in providing customer support via phone and email
Ability to resolve delivery delays, address discrepancies, order inquiries, shipping exceptions, and purchase order discrepancies
Ability to use ServiceNow (SNO) for service calls, call deferrals, watchlist activities, and documentation
Ability to monitor inventory accuracy, including negative balances, excess inventory, and aged inventory
Ability to manage scrap orders, sub-inventory reviews, inventory disposition, and ECNs
Ability to monitor delivery exceptions and communicate with FedEx to resolve them
Ability to monitor and address BigCommerce order errors
Ability to maintain accurate ISO-compliant records and documentation
Ability to generate and review operational reports, including Open Picks, Aging, URMA, RMA, backorders, and ECOM pending orders
Ability to investigate URMAs and resolve discrepancies
Ability to support EOL/EOS processes and contract updates
Ability to monitor EDI errors and manage E-commerce rental scanner activity
Ability to process service orders, EDI transactions, bulk uploads, trade-in requests, RMAs, and shipping documentation
Ability to maintain data integrity across customer, contract, and service records
Ability to communicate professionally with customers, resellers, distributors, vendors, Field Engineers, TAC, OMNI, Planning, Logistics, and Service Contracts
Ability to meet established SLAs and respond to departmental mailbox emails within two business hours
Ability to research, process, and deposit returns and URMAs within two business days
Ability to log into Genesys on time, remain available in the queue during working hours, and update queue status appropriately

Benefits

Comp & perks

Excellent benefits
Inclusive culture that rewards hard work and teamwork
Intellectual growth opportunities
Diversity-focused workplace culture
Reasonable accommodation for application or interview upon request
Equal employment opportunity and anti-discrimination protections