Customer Service Coordinator

Job Req ID: 30570

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 amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community.  We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Summary:

Supermicro is looking for a Customer Service Coordinator who can work closely with all related departments to expedite customer requests daily. Also need to follow work instructions in order to carry out the assignments correctly to meet tight schedules.

Essential Duties and Responsibilities:

• Customer service (Issue RMA number, Missing goods spare parts ordering, x-shipment service, return for credit service).
• 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.
• Parts fulfillment and support, repair charges processing and order confirmation Ensure a high level of customer service is delivered to all customers.
• 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.
• Work closely with internal departments as required.

Qualifications:

• Bachelor’s degree required.
• Minimum of 1 year of experience in Customer Service or related fields preferred.
• Strong customer service, ethics and ability to be empathetic and accept ownership.
• Excellent oral and written communication skills. Fluent in Fluent in Mandarin a plus.
• Proficient with MS Office applications with a strong emphasis on Excel and Outlook.
• Ability to work collaboratively in a fast-paced environment.
• Ability to Multi-task with minimum supervision and meet established deadlines.
• Independent person who also is a strong team player.

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.