Service Order Administrator – Laser Segment

The Role:

We are seeking a detail-oriented and proactive Service Order Administrator to support our Field Service Team and Customers. The ideal candidate will play a crucial role in managing customer returns, post-sale service requests, and parts orders ensuring they are processed efficiently and accurately. This position is also expected to support complex problem solving and working with other internal teams within the organization as necessary.

Primary 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.
• 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

• 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.
• Able to work from 6 am to 3.15 pm to support US hours.
• Flexibility to work during weekends is preferred

Job Type: Full-time

Pay: RM4,000.00 - RM6,500.00 per month

Application Question(s):

• Able to support US hours and during weekend as required?