Sr. Customer Service Coordinator
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.
About the role
The Sr. Customer Service Coordinator will work closely with all related departments to meet priority on customers’ requests on a daily basis. This position requires following work instructions to carry out assignments correctly and meet tight schedules.
Responsibilities
- Process product returns and conduct product failure analysis
- Ensure a high level of customer service is delivered to all customers
- Handle day-to-day RMA Receiving activities
- Answer telephone calls promptly and respond to customer's requests, inquiries, and complaints in a respectful manner
- Perform warranty verification for customers to meet RMA service requirements
- Verify and investigate customer complaints, driving for timely resolution and improvement
- Manage customer escalations on the highest priority and collaborate 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
- Handle parts fulfillment and support, repair charges processing, and order confirmation
- Work closely with internal departments as required
Requirements
- Associate's degree preferred but not required
- Minimum of 5 years of experience in Customer Service or related fields
- Excellent written, interpersonal, and organizational skills
- Strong customer service ethics, empathy, and ability to take ownership
- Detail-oriented with excellent time management
- Ability to multi-task with minimal supervision and meet deadlines
- Independent yet strong team player
- Experience in a fast-paced environment
- Proficient with MS Office applications, particularly Excel and Outlook
- Prior experience handling small parts/components is a plus
This position requires regular in-office attendance during standard working hours. Candidates should consider commuting distance and be prepared to fulfill responsibilities at the designated office location in San Jose, California.
Pay
Salary range: $28.00/hr - $33.00/hr. The salary offered will depend on factors such as location, level, education, training, skills, and years of experience. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, including bonus and equity award programs.