Customer Support Coordinator

Coherent•Wilsonville, WA

3d•Onsite

About The Position

Coherent Laser Systems and Measurement (LSM) designs and manufactures precision solid state lasers for scientific, medical, instrumentation and vision markets, as well as calibrated laser measurement systems for a wide variety of laser applications. The business provides critical technology to thousands of global customers with a wide range of products, specifically tailored to satisfy demanding customer requirements. Coherent LSM is located just minutes South of Portland in Wilsonville, Oregon.

Requirements

Minimum of 5 years of experience in Customer Service and Sales Support organization.
Proven Communication skills required.
Demonstrated ability to problem solve and complete tasks in a timely manner.
Must be Detail oriented and organized.
Exudes a professional presence and position.
Experience with MS Office (Word, Excel, Outlook, etc.)

Nice To Haves

Strong knowledge of Service Repair, RMA fulfillment processes is a plus.
Oracle and Salesforce CRM experience preferred.
Knowledge of reporting and dashboards is a plus.
Experience with international shipping methods, terms and exporting orders.

Responsibilities

Receives customer requests and prepares documents/trouble tickets in the Salesforce CRM system related to processing returns (RMA's), servicing and exchanges.
Process sales and service order bookings and RMA's for replacements and depot repair orders.
Update databases with status of return material issues.
Record and report the status of equipment returns, repair replacements, sales orders and delivery schedules.
Reconcile and audit orders to customer contracts / purchase orders.
Ensure sales and service orders and change orders are booked in accordance with Coherent's global bookings, SOX and revenue policies.
Enter and book sales and service orders in the global Oracle ERP System
Work closely with Finance, Planning, Manufacturing Operations and Shipping to ensure terms and conditions are properly met.
Interface with customers, sales and other departments to address and resolve issues related to service bookings and customer satisfaction.
Provide timely 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.
May be asked to participate in projects and cross-functional teams to help support department and company initiatives.