Service Order Administration Specialist at Coherent in Portland, Oregon

Job Description:

Job Description and Responsibilities:

Reports to the North America Sr. Service Order Administration Supervisor. This role will be responsible for performing and assisting the supervisor with managing day to day activities within the US, Canada, and LATAM countries to ensure customer RMA's, Repair Orders, and Service bookings are processed on time and in accordance with our booking policy.
Primary Responsibilities
- Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
- Receives customer requests and prepares documents/trouble tickets in the Salesforce CRM system related to processing returns (RMA's), servicing and exchanges.
- Process service order bookings and RMA's for replacements and depot repair orders.
- Update databases with status of return material issues.
- Record and report the status of equipment returns, repair replacements, sales orders and delivery schedules.
- Reconcile and audit orders to customer contracts / purchase orders.
- Ensure service orders and change orders are booked in accordance with Coherent's global bookings, SOX and revenue policies.
- Enter and book service orders in the global Oracle ERP System
- Work closely with Finance, Planning, Manufacturing Operations and Shipping to ensure terms and conditions are properly met.
- Interface with customers, sales and other departments to address and resolve issues related to service bookings and customer satisfaction.
- Provide timely order status and tracking information to internal and external customers
- Manage and resolve backlog issues including order hold release, product configuration issues, item number discrepancies and purchase order requirements
- Provide month end and quarter end support as needed to achieve corporate goals.
- May be asked to participate in projects and cross-functional teams to help support department and company initiatives.

Education and Work Experience:

Qualifications / Requirements
- Minimum of 5 years of experience in Customer Service and Sales Support organization.
- BA/BS preferred.
- Strong knowledge of Service Repair, RMA fulfillment processes is a plus.
- Oracle R12 and Salesforce CRM experience preferred.
- Proven Communication skills required.
- Demonstrated ability to problem solve and complete tasks in a timely manner.
- Must be Detail oriented and organized.
- Exudes a professional presence and position.
- Knowledge of reporting and dashboards is a plus.
- Understanding of ITAR a plus (US Only).
- Experience with international shipping methods, terms and exporting orders.
- Experience with MS Office (Word, Excel,Outlook, etc.)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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