Service Order Administrator

• Oversee post-sales operations concerning the management of RMA processing, service requests, and billing for services rendered.
• Confirm customer and order details for accuracy, cross-referencing with previously gathered information when necessary.
• Administer updates to the install base for customer assets.
• Conduct maintenance on customer master data, facilitating new account creation, account cleanup, and various account updates.
• Collaborate closely with the Field Service Team to handle incoming inquiries via calls, emails, and other communications related to equipment returns, repairs, replacements, parts orders, and delivery timelines.
• Evaluate all orders for completeness to ensure compliance with Coherent's Global Booking Policy.
• Coordinate with shipping and logistics teams to monitor shipping statuses.
• Process escalations for clients experiencing system downtime.
• Ensure timely entry of all service orders into the ERP system and manage communication with customers.
• Supply order status and tracking information to both internal and external stakeholders.
• Address and resolve backlog issues, including order hold releases, product configuration challenges, item number discrepancies, and purchase order stipulations.
• Assist with month-end and quarter-end activities as required to meet corporate objectives.
• Engage in projects that align with departmental and corporate goals.

Qualifications / Requirements

• At least 4 years of relevant experience in a Customer Service or Order Management role within a complex business environment.
• Exceptional attention to detail and a strong dedication to operational excellence.
• Excellent written and verbal communication skills (Fluency in English is mandatory).
• Highly organized and capable of effectively managing multiple tasks simultaneously.
• Familiarity with Oracle and Salesforce.com is advantageous.
• Availability to work from 6 am to 3:15 pm to accommodate US hours; willingness to work on weekends is preferred.
• Completion of college-level coursework; an Associate's degree is desirable.