Customer Service Representative

About the role

This role involves ensuring accurate and timely processing of customers' repair orders and quotations in the ERP system, acting as the primary point of contact to resolve customers' issues, complaints, and enquiries related to repair orders, shipment and service requirements.

Key responsibilities

• Ensure accurate and timely processing of customers' repair orders and quotations in the ERP system
• Act as the primary point of contact to resolve customers' issues, complaints, and enquiries related to repair orders, shipment and service requirements
• Monitor repair order status in the ERP system and coordinate with Repair, Planning, Warehouse/Logistics teams to ensure repair completion and delivery commitments are met
• Work closely with planners and cross-functional teams to ensure smooth and timely fulfilment of customer requirements and commitments
• Coordinate with warehouse personnel to ensure accurate picking, packing, and timely dispatch of customer shipments
• Prepare shipping documents for COHU and 3PL warehouse shipments in compliance with customer and shipping requirements
• Arrange shipment bookings with approved couriers and freight forwarders to meet customer delivery commitments
• Maintain and ensure accuracy of customer information, order details and shipment records in the ERP system
• Monitor and expedite the return of defectives from customers to support timely repair turnaround
• Verify billing accuracy, generate operational reports and monitor 3PL inventory levels and replenishment activities to support business requirements
• Support continuous improvement initiatives to enhance customer service processes and
  operational efficiency
• Perform any other duties or projects assigned by the Team Leader

About you

• Diploma in Business Management, Logistics with 2-4 years of relevant customer service and/or logistics experience, preferably within the semiconductor industry
• Good understanding of supply chain and RMA processes
• Working knowledge with ERP systems will be an advantage
• Strong coordination, communication and interpersonal skills
• Good team player with ability to work independently and manage priorities effectively
• Proactive attitude with a strong willingness to learn, develop new skills and undergo training