Customer Support Coordinator

Coherent Laser Systems and Measurement (LSM) designs and manufactures precision solid state lasers for scientific medical instrumentation and vision markets as well as calibrated laser measurement systems for a wide variety of laser applications. The business provides critical technology to thousands of global customers with a wide range of products specifically tailored to satisfy demanding customer requirements. Coherent LSM is located just minutes South of Portland in Wilsonville Oregon.

Primary Duties & Responsibilities

• - Receives customer requests and prepares documents/trouble tickets in the Salesforce CRM
  system related to processing returns (RMAs) servicing and exchanges.
  - Process sales and service order bookings and RMAs 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 sales and service orders and change orders are booked in accordance with Coherents
  global bookings SOX and revenue policies.
  - Enter and book sales and 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 & Experience

• Education & Experience
  - Minimum of 5 years of experience in Customer Service and Sales Support organization.

Skills

• - Strong knowledge of Service Repair RMA fulfillment processes is a plus.
  - Oracle 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.
  - Experience with international shipping methods terms and exporting orders.
  - Experience with MS Office (Word Excel Outlook etc.)

Working Conditions

• - Computer use while sitting and/or standing
  - Walking and carrying small packages
• On site M-F 7:00 to 4:30
  

Safety Requirements

All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.

Quality and Environmental Responsibilities

Depending on location this position may be responsible for the execution and maintenance of the ISO 9000 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

CultureCommitment

Ensure adherence to companys values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity Create an Environment of Trust

Collaboration Innovate Through the Sharing of Ideas

Accountability Own the Process and the Outcome

Respect Recognize the Value in Everyone

Enthusiasm Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law.