Order Management and Customer Support Specialist
4 days ago
We are seeking an experienced Order Management and Customer Support Specialist to join our team at Coherent Corp. This role will be responsible for managing post-sales activities, processing service requests, and ensuring timely order fulfillment.
Main Responsibilities- Post-Sales Activities: Manage RMA's, service requests, and service billings in a timely and efficient manner.
- Customer Verification: Verify customer and order information for accuracy, ensuring it aligns with previous records as needed.
- Install Base Updates: Manage updates for customer assets, including maintenance and configuration changes.
- Account Maintenance: Perform customer master maintenance, supporting new account set-up, clean-up, and miscellaneous updates.
- Cross-Functional Collaboration: Work closely with the Field Service Team to manage incoming calls, emails, and other requests related to equipment returns, repairs, replacements, parts orders, and delivery schedules.
- Order Review: Review all Orders for completeness to ensure they adhere to Coherent's Global Booking Policy.
- Shipping and Logistics: Interface with shipping and logistics teams to follow up on shipping status and resolve any issues promptly.
- Escalations: Process escalations for customers with down systems, providing timely resolutions to minimize downtime.
- Order Entry and Communication: Ensure all service orders are entered into the ERP system in a timely manner and manage customer communication effectively.
- Order Status and Tracking: Provide Order Status and Tracking Information to Internal and External customers, maintaining transparency and clear expectations.
- Backlog Management: Manage and resolve backlog issues, including order hold release, product configuration problems, item number discrepancies, and purchase order requirements.
- Experience: Minimum 4 years of experience in a Customer Service/Order Management related role in a complex business environment.
- Attention to Detail: Strong attention to detail and commitment to operational excellence, ensuring high-quality work products.
- Communication Skills: Outstanding written and verbal communications skills, with fluency in English.
- Organization and Multitasking: Well-organized and able to effectively handle multiple tasks, prioritizing responsibilities and deadlines.
- Technical Skills: Experience with Oracle and Salesforce.com is preferred.
- Availability: Ability to work from 6 am to 3:15 pm to support US hours, with flexibility to work during weekends.
- Education: College-level courses, AA degree preferable.
At Coherent Corp., we value Integrity, Collaboration, Accountability, Respect, and Enthusiasm (ICARE). As an Order Management and Customer Support Specialist, you will embody these values in your daily work, creating a positive impact on our team and customers.
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