Sr. Customer Services Coordinator

Support Revolution; San Jose (CA); On-site; USD 39,000 - 45,000; Full time

Job summary

Supermicro, a leading provider of server, storage, and networking solutions, seeks a Customer Service Coordinator to work with multiple departments to meet daily customer requests and tight schedules. You will handle RMAs, returns, warranty verifications, and customer inquiries, delivering high-quality service while maintaining realistic expectations and collaborating across teams in an in-office setting.

The role requires strong communication, time management, and a proactive approach to

Qualifications

• Minimum of 5 year 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
• Assocaite degree is 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
• 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

Communication

Customer service

Time management

Multitasking

Teamwork

Fast-paced environment experience

Attention to detail

Education

Associates degree

Tools

MS Office (Excel, Outlook)

Job description

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Location: San Jose, California, United States

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. Our key for Supermicro Computer, Inc. to success in technology is designing a company around people committed to work with passion and being a part of our "Super Story". The Customer Service Coordinator that can work closely with all related departments to meet priority on customer's requests on a daily basis is who we are looking for. This position needs to follow work instructions in order to carry out the assignments correctly to meet tight schedules. If you have a passion for customer service and are looking for a great opportunity, Supermicro wants you to join our team!

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
• 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

Qualifications:

• Minimum of 5 year 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
• Assocaite degree is 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 your 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.