Customer Service Representative 2

Onto Innovation•Tampa, FL

1d•$60,000 - $90,000

About The Position

The Customer Service Representative supports Onto Innovation service operations and serves as a first point of contact for customer and internal service requests received through the company’s Support email inbox. The role reviews, triages, responds to, and tracks service-support, spare-parts, RMA, pricing, and quotation requests. It works with customers and cross-functional teams to document requests accurately, route them to the appropriate owner, and follow them through to completion while providing timely communication and a consistent customer experience. The position also coordinates parts requests, orders, returns, quotes, and service records; maintains information in applicable CRM, ERP, ticketing, or tracking systems; and follows established procedures for escalation, approvals, documentation, confidentiality, and record retention. It helps monitor open requests and reporting, identifies workflow or data-quality issues, supports process improvements, and provides backup for related customer service and service administration activities.

Requirements

High school diploma or equivalent required; equivalent relevant experience may be considered in place of formal education.
At least 2 years of experience in customer service, sales support, order administration, service coordination, parts support, RMA administration, quoting, or a related role.
Experience working with customers and cross-functional teams in a fast-paced service or operations environment.
Working knowledge of Microsoft Outlook, Excel, Word, and Teams.
Ability to enter and maintain accurate customer, item, pricing, order, and service information.

Nice To Haves

Associate degree in Business, Customer Service, Supply Chain, Operations, or a related field.
Experience supporting industrial, semiconductor, capital equipment, manufacturing, or other technical products.
Experience with ERP, CRM, CPQ, service management, or ticketing systems.

Responsibilities

Review the Onto Innovation Support inbox throughout the business day, acknowledge requests promptly, triage them by type and urgency, respond to routine requests, and route technical, commercial, or escalated issues to the appropriate owner.
Track open requests, maintain ownership and follow-up, and provide customers and internal stakeholders with accurate status updates, next steps, and expected follow-up.
Gather required customer, site, equipment, part, urgency, shipping, and purchase-order information; create and maintain service cases or request records in applicable systems.
Review and process spare-parts requests, confirm part details, quantities, availability, customer information, and coverage status, and coordinate fulfillment information with relevant teams.
Create or support quotes, sales orders, service orders, and internal requests; communicate delays, shortages, substitutions, or missing information.
Review RMA requests, confirm required details, coordinate authorization numbers and return instructions, track returned material, and follow up on overdue returns or unresolved actions.
Prepare or coordinate quotations for parts, repairs, labor, and other service needs; verify account and order details, pricing, lead times, freight terms, and quote validity; obtain review for nonstandard terms.
Follow up on open quotations, customer purchase orders, and requested revisions, and maintain accurate quote records and supporting documentation.
Maintain accurate customer, request, quotation, order, RMA, shipment, and status information; attach relevant supporting records and comply with documentation and record-retention requirements.
Monitor open-request queues and aging reports, follow up with owners, and assist with routine reporting on requests, parts, quotations, RMAs, backlog, and recurring issues.
Coordinate with Field Service, Sales, Applications, Engineering, Manufacturing, Supply Chain, Logistics, Quality, Finance, and regional teams.
Identify incomplete submissions, recurring questions, workflow gaps, and data-quality issues; recommend improvements and support work instructions, templates, request forms, knowledge articles, and procedures.
Participate in system training, process changes, integrations, and continuous-improvement activities, and provide backup for related customer service and service administration work.