Senior RMA & Customer Service Coordinator

Support Revolution; San Jose, Northern (CA, KY); Hybrid; USD 39,000 - 45,000; Full time

Job summary

Supermicro is seeking a Sr. Customer Service Coordinator who will work closely with all departments to meet priority requests on a daily basis, following work instructions to ensure timely completion and adherence to schedules. If you have a passion for customer service and seek a great opportunity, Supermicro wants you on the team!

The role requires in-office attendance and involves handling RMAs, warranty verifications, and proactive communication to keep customers informed and satisfied.

Qualifications

• Associate's degree preferred but not required.
• 5+ years of experience in Customer Service or related fields preferred.
• Excellent in written, interpersonal communications and organization skills.
• Strong customer service, ethics and ability to be empathetic and accept ownership.
• Detail oriented with excellent time management.
• Ability to Multi-task with minimum supervision and meet established deadlines.
• Independent person who also is a strong team player.
• Experience in a fast-paced environment.
• Proficient with MS Office applications with a strong emphasis on Excel and Outlook.
• Prior experiences handling small parts component is a plus.

Responsibilities

• Process product returns and conduct product failure analysis.
• Ensure a high level of customer service is delivered to all customers.
• Handle the day-to-day RMA Receiving activities.
• Answers telephone calls promptly and responds to customer's requests, inquiries and complaints in a respectful caring manner.
• Warranty verification for customers to meet RMA service requirements.
• Verifies and investigates into customer's complaints and drive for resolution in a timely manner for improvement.
• Manages customer escalations on the highest priority and work with internal teams for solutions.
• Responsible for setting realistic customer expectations, and meeting or exceeding these expectations.
• Follow up on RMA backlogs and outstanding to meet schedule commitment to customers.
• Parts fulfillment and support, repair charges processing and order confirmation.
• Work closely with internal departments as required.

Skills

Customer service

Written communication

Interpersonal skills

Organizational skills

Time management

Multi-tasking

Independent & team player

Education

Associate's degree

Tools

MS Office

Excel

Outlook

Job description

Supermicro is seeking a Sr. Customer Service Coordinator who will work closely with all departments to meet priority requests on a daily basis, following work instructions to ensure timely completion and adherence to schedules. If you have a passion for customer service and seek a great opportunity, Supermicro wants you on the team!

The role requires in-office attendance and involves handling RMAs, warranty verifications, and proactive communication to keep customers informed and satisfied.