- 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.
- Review all Orders for completeness to ensure they are booked in accordance with Coherent's Global Booking Policy.
- Interface with shipping and logistics teams to follow up on shipping status.
- Process escalations for customers with a down system.
- 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
- 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.
- Able to work from 6 am to 3.15 pm to support US hours. Flexibility to work during weekends is preferred.
- College-level courses, AA degree preferable
