Customer Service Coordinator

Supermicro; Kulai; On-site; MYR 20,000 - 100,000; Full time

Job summary

A technology firm based in Kulai, Malaysia is seeking a Customer Service Coordinator to support RMA processes and ensure excellent customer service. The ideal candidate will manage inquiries, handle RMA logistics, and maintain documentation while working closely with various departments. The position requires a diploma or bachelor's degree and at least two years of relevant experience. This role offers a salary range of MYR 4,000 to MYR 7,000 monthly.

Qualifications

• At least 2 years of experience in RMA, customer service, or logistics.
• Good understanding of RMA processes and ISO standards.
• Fluency in English is required.

Responsibilities

• Manage the login and receiving process for RMA packages.
• Handle customer inquiries via phone regarding RMA issues.
• Maintain accurate records of all RMA activities.

Skills

Effective communication

Customer service experience

Organization skills

Problem-solving skills

Education

Diploma or Bachelor’s Degree in relevant fields

Tools

Microsoft Office (Excel, Word, Outlook)

ERP/CRM systems (e.g., SAP, Oracle)

Job description

Job Req ID: 27700

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary

Supermicro was built to help the technology define what's possible, and every day millions of people use our products to achieve high performance and efficiency in our server technology. Our key for Supermicro Computer, Inc. to success in technology is designing a company around people committed to work with passion and being a part of our "Super Story". The Customer Service Coordinator that can work closely with all related departments to meet priority on customer's requests on a daily basis is who we are looking for. This position needs to follow work instructions in order to carry out the assignments correctly to meet tight schedules. If you have a passion for customer service and are looking for a great opportunity, Supermicro wants you to join our team!

Responsibilities

• RMA Inbound Handling:
  • Manage the login and receiving process for incoming Return Merchandise Authorization (RMA) packages.
  • Conduct physical and visual inspections upon opening RMA packages.
• RMA Tracking & Vendor Coordination:
  • Track return records and follow up on related processes with vendors.
• RMA Processing & Customer Updates:
  • Review and process RMA requests, providing status updates to customers.
  • Coordinate with technical or repair teams to ensure timely and effective resolution of complex RMA cases.
• Customer Communication (RMA-focused):
  • Handle customer inquiries via phone, addressing questions and communication directly regarding RMA issues.
• RMA Outbound & Logistics:
  • Oversee the shipping process for all RMA packages.
• Warehouse & Internal Transfer:
  • Maintain the receiving dock and warehouse area in a clean and organized condition at all times.
  • Facilitate the transfer of parts between various departments and buildings.
• Reporting & Documentation:
  • Manage daily reports and documentation handling.
  • Maintain accurate and detailed records of all RMA activities, including customer communication, repair status and resolution.
• Process Improvement:
  • Identify and escalate recurring RMA issues or trends to relevant departments for continous process improvement.
• Quality & Compliance (ISO & RMA Services):
  • Maintain full compliance with company RMA policies, procedures, applicable ISO standards, and quality management system (QMS).
• Safety & Health:
  • Ensure a safe working environment by strictly adhering to company health and safety policies.

Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Supply Chain, Logistic Management, Engineering, Information Technology, or related fields. Candidates with relevant certificates with valuable experience in customer service field will be considered.
• Ideally candidates shall have at least 2 years of experience in RMA, customer service, order management, logistics or related functions.
• Good understanding in RMA processes, ISO Standards and QMS is an added advantage.
• Proficient in Microsoft Office (Excel, Word, Outlook) and familiar with ERP/CRM systems (e.g., SAP, Oracle) is a plus.
• Knowledge of computer hardware/components will be an added advantage in handling RMA process.
• Effective communication and coordination skills with the ability to interact effectively with customers, vendors and internal stakeholders.
• Meticulous, well-organized, and able to work under pressure to meet deadlines; ability to work independently will be an added advantage.
• Fluency in English is required; multilingual ability and prior experience working in a Taiwan business culture will be considered an advantage.

Salary Range

MYR 4,000 ~ MYR7,000 monthly

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.