Customer Service Representative
About The Position
SHELLBACK Semiconductor Technology is a leading provider of semiconductor capital equipment, technical services, spare parts, and engineering solutions supporting semiconductor manufacturers around the world. Our team is dedicated to delivering responsive service, technical expertise, and operational excellence to some of the industry's most demanding customers. We are seeking an experienced Customer Service Representative to join our growing team. This position plays a critical role in ensuring customers receive timely communication, accurate order processing, and exceptional support throughout the entire order lifecycle.
Requirements
- 3+ years of customer service experience in a manufacturing, industrial, or technical environment.
- Strong organizational and multitasking skills.
- Excellent verbal and written communication skills.
- High attention to detail and accuracy.
- Strong customer service mindset.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Proficiency with Microsoft Office.
Nice To Haves
- Experience using NetSuite ERP or another enterprise ERP system.
- Experience with Salesforce CRM or similar customer relationship management software.
- Semiconductor, electronics manufacturing, industrial equipment, or capital equipment experience.
- Associate's or Bachelor's degree.
- A positive, team-oriented attitude.
- Strong problem-solving abilities.
- Excellent follow-through.
- A proactive approach to customer communication.
- The ability to work independently while collaborating effectively across departments.
- A commitment to continuous learning and process improvement.
Responsibilities
- Serve as a primary contact for customer inquiries via phone and email.
- Provide prompt, professional, and accurate responses to customer requests.
- Develop positive working relationships with customers while maintaining a high level of customer satisfaction.
- Escalate complex issues appropriately while maintaining ownership of customer communication.
- Prepare customer quotations.
- Process sales orders accurately within NetSuite ERP.
- Monitor open orders from entry through shipment.
- Coordinate delivery schedules with Planning and Manufacturing.
- Communicate shipment status and delivery updates to customers.
- Support invoicing activities as required.
- Maintain accurate customer and order information within NetSuite.
- Ensure order accuracy and data integrity.
- Assist with inventory inquiries and product availability.
- Generate reports and maintain order status visibility.
- Follow established ERP processes and identify opportunities for process improvements.
- Work closely with Sales, Manufacturing, Planning, Procurement, Logistics, Finance, Technical Support, and Product Management to resolve customer issues, communicate priorities, and ensure timely order fulfillment.
- Coordinate Return Material Authorizations (RMAs).
- Assist customers with warranty replacements and repair orders.
- Resolve customer concerns through effective communication and coordination with internal departments.
- Identify opportunities to improve customer service processes.
- Maintain accurate documentation.
- Support departmental initiatives focused on efficiency and customer satisfaction.
Benefits
- Comprehensive medical, dental, and vision benefits
- 401(k) with company match
- Paid time off and company holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
