Sr. Customer Services Coordinator

Supermicro; San Jose (CA); On-site; USD 38,572 - 45,460; Full time

Job summary

Supermicro in San Jose, CA, is seeking a Customer Service Coordinator to collaborate with multiple departments to prioritize daily customer requests. The role requires following work instructions to meet tight schedules and deliver high-quality service in an in-office setting.

Key duties include processing returns, handling RMAs, warranty verification, resolving customer inquiries, and escalating issues with internal teams to meet commitments.

Qualifications

• Minimum of 5 years of experience in Customer Service or related fields preferred.
• Excellent written, interpersonal, and organizational skills.
• Detail‑oriented with excellent time management.
• Independent and also a strong team player.
• Experience in a fast‑paced environment.
• Prior experience handling small parts components is a plus.
• Associate degree preferred.

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.
• Answer telephone calls promptly and respond to customers’ requests, inquiries and complaints in a respectful caring manner.
• Conduct warranty verification to meet RMA service requirements.
• Investigate customer complaints and drive for resolution in a timely manner for improvement.
• Manage customer escalations on the highest priority and work with internal teams for solutions.
• Set realistic customer expectations and meet or exceed them.
• Follow up on RMA backlogs and outstanding items to meet schedule commitments to customers.
• Handle parts fulfillment and support, repair charges processing and order confirmation.
• Work closely with internal departments as required.

Skills

Customer service

Interpersonal skills

Organizational skills

Time management

Multitasking

Team player

Fast-paced environment

MS Office (Excel & Outlook)

Education

Associate degree

Tools

MS Office

Excel

Outlook

Job description

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. This Customer Service Coordinator will work closely with all related departments to meet priority on customer requests on a daily basis. The position requires following work instructions to carry out assignments correctly and meet tight schedules.

Essential Duties and 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.
• Answer telephone calls promptly and respond to customers’ requests, inquiries and complaints in a respectful caring manner.
• Conduct warranty verification to meet RMA service requirements.
• Investigate customer complaints and drive for resolution in a timely manner for improvement.
• Manage customer escalations on the highest priority and work with internal teams for solutions.
• Set realistic customer expectations and meet or exceed them.
• Follow up on RMA backlogs and outstanding items to meet schedule commitments to customers.
• Handle parts fulfillment and support, repair charges processing and order confirmation.
• Work closely with internal departments as required.

Qualifications

• Minimum of 5 years of experience in Customer Service or related fields preferred.
• Excellent written, interpersonal, and organizational skills.
• Strong customer service ethics and ability to be empathetic and accept ownership.
• Detail‑oriented with excellent time management.
• Ability to multi‑task with minimal supervision and meet established deadlines.
• Independent and also a strong team player.
• Experience in a fast‑paced environment.
• Proficient with MS Office applications, with a strong emphasis on Excel and Outlook.
• Prior experience handling small parts components is a plus.
• Associate degree preferred.

Please note that this position requires regular in‑office attendance. The successful candidate is expected to be present in the office during standard working hours as determined by the company. In‑office collaboration and participation in team meetings, training sessions, and other on‑site activities are essential aspects of this role. Candidates should consider the commuting distance and be prepared to fulfill their responsibilities in the designated office location.

Salary Range

$28.00/hr - $33.00/hr
The salary offered will depend on several factors, including 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.