Customer Service Representative

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

REQUIREMENTS & QUALIFICATIONS:

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.

See also