Sr. Customer Services Coordinator

Supermicro is seeking a Sr. Customer Services Coordinator to provide high-level customer service, process product returns, and manage customer escalations. The successful candidate will have a passion for customer service, excellent communication skills, and a minimum of 5 years of experience in a similar role.

Requirements

• 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

Benefits

• Comprehensive benefits package
• Participation in bonus and equity award programs