Customer Service Coordinator

Rigaku Americas Holding, Inc.; The Woodlands (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

medical

dental

vision

short- and long-term disability保险

life insurance

Section 125 flexible spending accounts

401(k) plan with company match

Job summary

Rigaku Americas Holding, Inc. is seeking a highly organized, customer-focused Customer Service Coordinator to support the Service Department and deliver an outstanding customer experience.

You will manage helpdesk inquiries, route requests to the right team, create ERP tickets, and maintain accurate shipment and service records while supporting day-to-day operations and cross-functional collaboration.

Qualifications

• High school diploma or equivalent required; additional education in business administration or related area is a plus.
• Previous customer service, administrative, or office-support experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to prioritize multiple requests in a fast-paced environment.
• Comfortable with computer systems, email, and business software; ERP experience preferred.
• Ability to communicate professionally with customers, coworkers, and internal departments.
• Ability to work independently while also functioning as part of a team.

Responsibilities

• Answer and manage the Service helpdesk line in a professional and courteous manner.
• Identify the nature, urgency, and destination of customer requests.
• Route calls and inquiries to the appropriate Service Administrator or internal resource.
• Provide basic assistance and information to customers when appropriate.
• Ensure customer inquiries are handled promptly and appropriately.
• Monitor the group customer-service email inbox and respond or route requests as appropriate.
• Distribute incoming customer requests to the appropriate team member.
• Monitor requests to ensure they are not overlooked, delayed, or left unresolved.
• Assist in maintaining an organized and timely customer-response workflow.
• Follow up on requests to support timely resolution.
• Create customer and service tickets in the ERP system with accurate information.
• Maintain organized records to support communication and follow-through.
• Ensure documentation is properly categorized and routed.
• Process outbound shipment documentation and save records.
• Verify shipment information before submission to Accounting.
• Support timely invoicing by processing shipment documentation.
• Provide administrative coverage when Service Administrators are out of the office.
• Assist with routine administrative functions to maintain continuity.
• Help reduce backlogs during peak service activity.
• Review customer surveys and compile feedback for service quality initiatives.
• Provide organized feedback information to support customer experience improvements.
• Assist with special administrative projects as needed.

Skills

Customer service

Communication

Organization

Time management

Teamwork

Attention to detail

Education

High school diploma

Tools

ERP systems

Job description

Join Rigaku in shaping a better world through new perspectives! Rigaku is seeking a highly organized and customer-focused Customer Service Coordinator to join our Service team and help deliver an outstanding customer experience. In this role, you will serve as a key point of contact for customers, ensuring service requests, inquiries, shipments, and administrative activities are handled accurately, efficiently, and in a timely manner. You'll work closely with cross-functional teams to support service operations and contribute to a culture of customer satisfaction and operational excellence. The Customer Service Coordinator plays an essential role in supporting the day-to-day operations of the Service Department.

Key Responsibilities

Helpdesk Line Management

• Answer and manage the Service helpdesk line in a professional and courteous manner.
• Identify the nature, urgency, and appropriate destination of customer requests.
• Route calls and inquiries to the appropriate Service Administrator or internal resource.
• Provide basic assistance and information to customers when appropriate.
• Ensure customer inquiries are handled promptly and appropriately.

Customer Request Management

• Monitor the group customer-service email inbox and respond or route requests as appropriate.
• Distribute incoming customer requests to the appropriate team member.
• Monitor requests to help ensure they are not overlooked, delayed, or left unresolved.
• Assist in maintaining an organized and timely customer-response workflow.
• Follow up on requests as needed to support timely resolution.

ERP Ticket Creation and Documentation

• Create customer and service tickets in the ERP system based on incoming service requests.
• Accurately enter required customer, equipment, service, and other relevant information.
• Ensure service requests are properly documented, categorized, and routed.
• Maintain accurate records to support efficient communication and follow-through.

Outbound Shipment Documentation

• Scan and save documentation associated with outbound customer shipments.
• Maintain organized, accessible, and accurate shipment records.
• Ensure required documentation is completed and stored in accordance with internal procedures.

Spare Parts Shipment Processing

• Process spare-parts shipments for invoicing.
• Verify shipment information is complete and accurate before submission to Accounting.
• Support timely billing by ensuring shipment documentation is processed promptly.
• Help reduce administrative delays between shipment and invoicing.

Administrative Backfill and Coverage

• Provide administrative support when Service Administrators are out of the office.
• Assist with routine administrative functions to maintain continuity of Service Department operations.
• Help prevent work from accumulating during employee absences.
• Provide additional administrative capacity during periods of high service activity.

Customer Survey Administration

• Review customer surveys following completed repair and service visits.
• Organize and compile customer survey information.
• Maintain appropriate records of customer feedback.
• Help identify recurring customer comments, concerns, or areas requiring follow-up.
• Provide organized customer feedback information to support Service quality and customer experience initiatives.

Additional Administrative Support

• Assist with reducing administrative backlogs and outstanding work.
• Support special administrative projects and initiatives as assigned.
• Provide additional administrative support during periods of elevated Service activity.
• Perform other related duties as needed to support the Service Department and overall customer experience.

Qualifications

• High school diploma or equivalent required; additional education or training in business administration, customer service, or a related field is a plus.
• Previous customer service, administrative, service coordination, or office support experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to prioritize multiple requests and responsibilities in a fast-paced environment.
• Comfortable working with computer systems, email, and business software; experience with ERP systems is preferred.
• Ability to communicate professionally with customers, coworkers, and internal departments.
• Ability to work independently while also functioning effectively as part of a team.

Key Competencies

• Customer-focused communication
• Organization and follow-through
• Attention to detail
• Timely response and task management
• Problem identification and routing
• Data entry and documentation accuracy
• Team collaboration
• Adaptability and willingness to provide coverage
• Professionalism and reliability

Benefits

• medical
• dental
• vision
• short- and long-term disability insurance
• life insurance
• Section 125 flexible spending accounts
• 401(k) plan with company match

Rigaku is an EEO/AA employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Applicants must be legally authorized to work in the Unted States.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.