Service Order Administrator

Job Description

Responsibilities:

• Responsible for managing post sales activities related to processing RMA’s service requests, and service billings.
• Verify customer and order information for correctness, checking it against previously obtained information as necessary.
• Manage Install base updates for customer assets.
• Perform customer master maintenance – supporting new account set-up, account clean-up, and miscellaneous account updates.
• Work closely with Field Service Team to manage incoming calls, emails and other requests related to equipment returns, repairs, replacements, parts orders, and delivery schedules.
• Interface with shipping and logistics teams to follow up on shipping status.
• Process escalations for customers with a down system.
• Review all Orders for completeness to ensure they are booked in accordance with Coherent’s Global Booking Policy.
• Ensure all service orders are entered into ERP system timely and manage customer communication.
• Provide Order Status and Tracking Information to Internal and External customers.
• Manage and resolve backlog issues including order hold release, product configuration issues, item number discrepancies and purchase order requirements.
• Provide month end and quarter end support as needed to achieve Corporate Goals.
• Participate in Projects which support Department and Corporate goals. Qualifications / Requirements:
• Degree with minimum 4 years related experience in a Customer Service/Order Management related role in a complex business environment.
• Strong attention to detail and commitment to operational excellence.
• Outstanding written and verbal communications skills. (Must be fluent in English)
• Well organized and able to effectively handle multiple tasks.
• Experience with Oracle and Salesforce.com is preferred.
• Must work US hours and weekends as required.