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 (RMA's), servicing and exchanges.
- Process sales and 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 sales and service orders and change orders are booked in accordance with Coherent's
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 R...