Service Order Administrator

Coherent Corp.; Seberang Perai; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company in Malaysia is seeking an experienced individual for a Customer Service/Order Management role. The position involves managing post-sales activities, ensuring order accuracy, and collaborating with various teams. Applicants should have a relevant degree, strong communication skills, and a minimum of 4 years of experience in a similar role. This remote position offers a competitive compensation package and opportunities for growth.

Benefits

Comprehensive career development platform

Competitive compensation program

Qualifications

• Minimum 4 years related experience in Customer Service/Order Management.
• Experience in a complex business environment.
• Must be fluent in English.

Responsibilities

• Manage post sales activities for processing RMAs and service requests.
• Verify customer and order information for correctness.
• Manage install base updates for customer assets.
• Work closely with the Field Service Team.
• Provide month-end and quarter-end support.

Skills

Attention to detail

Operational excellence

Written and verbal communication skills

Organizational skills

Education

Degree in relevant field

Tools

Oracle

Salesforce.com

Job description

Responsibilities

• Manage post sales activities for processing RMAs, service requests, and service billings.
• Verify customer and order information for correctness, comparing with previously obtained data 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 the Field Service Team to manage incoming calls, emails, and other requests related to equipment returns, repairs, replacements, parts orders, and delivery schedules.
• Interface with shipping and logistics teams to follow up on shipping status.
• Process escalations for customers with a down system.
• Review all orders for completeness to ensure they are booked in accordance with Coherent’s Global Booking Policy.
• Ensure all service orders are entered into the 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.

Qualifications / Requirements

• Degree with minimum 4 years related experience in a Customer Service/Order Management role in a complex business environment.
• Strong attention to detail and commitment to operational excellence.
• Outstanding written and verbal communications skills. (Must be fluent in English)
• Well organized and able to effectively handle multiple tasks.
• Experience with Oracle and Salesforce.com is preferred.
• Must work US hours and weekends as required.

Working Conditions

• This role is remote.

Culture Commitment

ICARE values: Integrity – Create an Environment of Trust; Collaboration – Innovate Through the Sharing of Ideas; Accountability – Own the Process and the Outcome; Respect – Recognize the Value in Everyone; Enthusiasm – Find a Sense of Purpose in Work.

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

About Us

Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard work through a competitive compensation program. It\'s an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!