Customer Service Representative - Fcpa - Sunnyvale, CA

Fujitsu America Sunnyvale , CA 94085

Posted 5 months ago

Customer Service Representative

Fujitsu Computer Products of America, Inc. has been providing imaging solutions since 1989. As an overseas subsidiary of Fujitsu Ltd., Fujitsu Computer Products of America, Inc. benefits from the Fujitsu Ltd. annual investment in research and development by translating Fujitsu innovative technologies into products and solutions for the U.S. marketplace. The company of over 150 employees is responsible for distribution sales and marketing, finance and administration, and engineering and technical support for the Fujitsu document imaging scanner business in the United States. Fujitsu Computer Products of America Inc.'s vast experience in its product areas, strong relationships with U.S. resellers and software partners, advanced research and development into the industry's latest technologies, and keen awareness of customer needs have all contributed to its continued success.


Provide efficient customer support to all internal and external customers, along with accurate Planning and order data entry.

Major Responsibilities:

Essential functions / duties:

  • Perform accurate and timely creation, modification and cancellation of all Oracle order types based on customer PO's submitted through EDI, E-mail or FAX for product, parts or service, along with Return Material Authorization orders, credit memos, scrap orders, inter-org transfers, Customer Care and parts orders in accordance with the requested date, shipping instructions and all applicable requirements

  • Maintain excellent customer / co-worker / third-party satisfaction by responding timely and accurately to all requests received via E-mail and phone

  • Notify all customers of order / contract status, shipping information, delays, estimated time of arrival, etc. and escalate as needed to management and the appropriate staff to ensure maximum customer satisfaction

  • Dispatch and track to closure all escalated Service Calls

  • Work with Planning, Logistics, Dispatch and Contracts to resolve discrepancies

  • Process orders to facilitate Advance Exchange, Depot Warranty and Time & Material services that meet or exceed service level agreements

  • Process Scrap orders and Work Orders for SVC and CVA locations

  • Review all sub-inventories to ensure accurate inventory levels are in place

  • Log into the Automated Call Distribution system during work hours and maintain or exceed 75% utilization

Marginal functions / duties:

  • Contribute to process improvement projects as dictated by management

  • Ensure all technical and warehouse services are provided in a timely and accurate manner to support FCPA objectives

  • Provide order confirmations to customers as needed

  • Process incentive rebates on a quarterly basis for distributors and resellers

  • Process Credit Claims for Marketing COOPS

  • Update Planners Desktop as needed

  • Process FE Trunk Kit Replenishment weekly

  • Force pick sales orders from stock or specific locations as requested

  • Support internal customers with a wide variety of services including but not limited to providing transaction documentation, reporting, analysis and information gathering

  • Facilitate the daily cycle count program

  • Address Oracle alerts in a timely manner when they are generated

  • Manage accurate and timely entry of all material movement transactions including ship confirmations, PO receipts, sub-inventory transfers, work order issues and completions, RMA receipts and miscellaneous account transactions

  • Provide quotes for billable on-site and depot services, along with Time & Material pricing and service options to customers in a timely manner

  • Create part numbers as requested

  • Update pricing changes when appropriate approval is granted as needed

  • Track and expedite the return of RentScan product when due, and defective scanners from Advance Exchange customers

  • Provide timely resolution of unauthorized material returns (URMA's)

  • Manage processes associated with End-Of-Life / End-Of-Service notification

  • Cross-train in all areas of Customer Support to facilitate effective back up to department staff as needed

  • Maintain scanning / filing of all department documents

  • Identify aged inventory in inventory and resolve in a timely manner

  • Provide immediate notification to the appropriate CSR of address discrepancies or carrier Delivery Exceptions and ensure timely resolution.

  • Maintain and update ISO procedures and adhere to ISO standards

  • Complete all end-of-day reports and tasks including but not limited to the Open picks report, Un-invoiced Shipments Report, In-transit Exception Report, Aging Parts, URMA disposition and Scrap Report

  • Know and comply with all company / department policies procedures

  • Maintain reports as needed

  • Log into and maintain the correct status on the ACD system daily

  • Provide PO discrepancy status to management at the end of each business day

  • Update FC contracts based on the alert received daily by 7:00 AM PDT

  • Provide a daily update on negative on-hand inventory and timely resolution of those items

  • Post status of aged inventory for FE and Intrepid spares every Friday on the Pulse company website and provide a thorough explanation of why parts are aged

  • Administer Customer Programs including the Trade-In Program to ensure timely processing of customer returns and rebate payments.

Educational / Work Experience:

  • High School diploma or equivalent

  • Associate Degree preferred

  • Minimum of 2 years prior customer service or service industry required


  • Skilled in Microsoft Word, Excel, and PowerPoint

  • Good communication and interpersonal skills with peers and management

  • Good writing skills and proficient in typing

  • Oracle experience desired

  • Manage multiple tasks

  • Meet critical deadlines

  • Team oriented

  • Dependable

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Customer Service Representative - Fcpa - Sunnyvale, CA

Fujitsu America