Service Order Administrator

Kelly Services; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading workforce solutions company in Penang, Malaysia is looking for a candidate to manage post sales activities related to service requests, billing, and customer communications. The role involves working closely with various teams to address service issues, verify orders, and facilitate effective communication regarding product returns. Strong organizational and communication skills are essential. Opportunity to be part of projects supporting departmental goals.

Qualifications

• Experience in sales support or customer service.
• Strong organizational and communication skills.
• Ability to work cross-functionally with different teams.

Responsibilities

• Manage post sales activities related to service requests.
• Communicate with sales and customers on transaction status.
• Verify customer and order information for correctness.

Job description

Responsible for managing post sales activities related to processing RMA’s service requests, and service billings.

Communicate with Sales, Service and Customers on order and transaction status’ related to service and quality issues.

Verify customer and order information for correctness, checking it against previously obtained information as necessary.

Manage Install base updates for customer assets.

Perform customer master maintenance – supporting new account set-up, account clean-up, and miscellaneous account updates.

Work closely with Field Service Team to manage incoming calls, emails and other requests related to equipment returns, repairs, replacements, parts orders, and delivery schedules.

Work Closely with Quality Team to determine product return disposition for warranty or replacements.

Collaborate cross-functionally with Finance, Planning, Manufacturing, and Shipping to ensure all terms and conditions are met.

Review all Orders for completeness to ensure they are booked in accordance with Coherent’s Global Booking Policy.

Interface with shipping and logistics teams to follow up on shipping status.

Process escalations for customers with a down system.

Ensure all service orders are entered into ERP system timely and manage customer communication.

Provide 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.

Participate in Projects which support Department and Corporate goals.

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