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Experienced Customer Service Coordinator

2 months ago

Campbell, California, United States Advanced Energy Full time

Position: Senior Customer Support Specialist

As a Senior Customer Support Specialist, you will be responsible for generating quotes and invoices for our valued clients. Your role will involve frequent coordination with both local and remote Account Executives, Product Marketing, Global Support, Accounting, Engineering, and Operations teams to effectively resolve customer inquiries and ensure a seamless customer experience.

Key Responsibilities:

  • Utilize our ERP system (Expandable) to manage and update delivery schedules, repair quotes, and provide status reports to customers.
  • Maintain accurate invoicing and record-keeping practices.
  • Oversee the Sales Order Entry process and manage Service Order Administration, including the RMA process.
  • Conduct routine reporting tasks, such as sales open order reports, RMA backlogs, service reports, and revenue tracking.
  • Execute proper procedures for DEMO/EVAL units, including recording, shipping, returning, and reporting on these units.
  • Perform clerical tasks as assigned, such as filing tax documents and customer purchase orders on our SharePoint site, and pulling data for audits.
  • Demonstrate efficiency and effectiveness in managing multiple, time-sensitive tasks while meeting performance metrics.
  • Collaborate closely with the Export Compliance Department to ensure adherence to government export regulations.
  • Support team members by fostering a collaborative work environment.
  • Assist the purchasing department in sourcing and acquiring urgently needed materials and components, while reconciling vendor invoices against purchase orders.
  • Engage in additional duties and projects as assigned.

Qualifications:

  • Minimum of 6 years of experience in a customer-focused, fast-paced environment, with the ability to manage moderately complex customer situations.
  • Familiarity with CRM and business operating systems such as Expandable, SAP, or equivalent is preferred.
  • Excellent verbal and written communication skills, demonstrating a positive and professional demeanor with both internal and external customers.
  • Strong organizational skills and meticulous attention to detail.
  • Ability to prioritize and manage competing demands and challenges in a dynamic, customer-centric environment.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • A positive attitude with the capability to handle conflicts effectively.
  • A strong desire to learn, enhance productivity, and deliver exceptional customer experiences.
  • Effective time management skills to ensure organized workflows and prompt follow-ups with customers.
  • Prior experience in accounting and customer interface, including order entry processes and delivery commitments.
  • Some technical education or experience in the electronics sector is advantageous.

Benefits:

  • Comprehensive medical coverage with multiple health care plan options, including dental and vision.
  • Short and long-term disability and life insurance.
  • Health savings and flexible spending accounts.
  • Generous paid time off, starting at 4 weeks, along with 7 holidays and 3 floating holidays.
  • 8 hours of paid volunteer time off.
  • 8 weeks of paid parental leave for all parents.
  • 401(k) plan with company matching.
  • Tuition reimbursement for continued education.
  • Expanded mental health coverage and employee assistance programs.
  • Additional voluntary benefits, including pet insurance, identity theft protection, legal assistance, critical illness, and accident insurance.