Customer Service Representative

About SHELLBACK Semiconductor Technology

SHELLBACK Semiconductor Technology is a leading provider of semiconductor capital equipment, technical services, spare parts, and engineering solutions supporting semiconductor manufacturers around the world. Our team is dedicated to delivering responsive service, technical expertise, and operational excellence to some of the industry's most demanding customers.

We are seeking an experienced Customer Service Representative to join our growing team. This position plays a critical role in ensuring customers receive timely communication, accurate order processing, and exceptional support throughout the entire order lifecycle.

Position Summary

The Customer Service Representative serves as the primary point of contact for customers throughout the sales order process. Working closely with Sales, Manufacturing, Planning, Procurement, Logistics, Finance, Technical Support, and Product Management, this role is responsible for coordinating customer requests, processing quotations and orders, maintaining accurate ERP records, and ensuring an outstanding customer experience.

Success in this position requires exceptional organization, attention to detail, effective communication, and the ability to manage multiple priorities in a fast-paced manufacturing environment.

Essential Responsibilities

Customer Support

• Serve as a primary contact for customer inquiries via phone and email.
• Provide prompt, professional, and accurate responses to customer requests.
• Develop positive working relationships with customers while maintaining a high level of customer satisfaction.
• Escalate complex issues appropriately while maintaining ownership of customer communication.

Order Management

• Prepare customer quotations.
• Process sales orders accurately within NetSuite ERP.
• Monitor open orders from entry through shipment.
• Coordinate delivery schedules with Planning and Manufacturing.
• Communicate shipment status and delivery updates to customers.
• Support invoicing activities as required.

ERP (NetSuite)

• Maintain accurate customer and order information within NetSuite.
• Ensure order accuracy and data integrity.
• Assist with inventory inquiries and product availability.
• Generate reports and maintain order status visibility.
• Follow established ERP processes and identify opportunities for process improvements.

Cross-Functional Coordination

Work closely with:

• Sales
• Manufacturing
• Planning
• Procurement
• Logistics
• Finance
• Technical Support
• Product Management to resolve customer issues, communicate priorities, and ensure timely order fulfillment.

Returns & Customer Resolution

• Coordinate Return Material Authorizations (RMAs).
• Assist customers with warranty replacements and repair orders.
• Resolve customer concerns through effective communication and coordination with internal departments.

Continuous Improvement

• Identify opportunities to improve customer service processes.
• Maintain accurate documentation.
• Support departmental initiatives focused on efficiency and customer satisfaction.

Performance Objectives

Success in this position will be measured by the ability to:

• Deliver timely and professional customer communication.
• Process customer orders accurately and efficiently.
• Maintain high levels of order accuracy within NetSuite.
• Meet customer response time expectations.
• Effectively coordinate with cross-functional teams.
• Reduce order processing errors and improve customer satisfaction.
• Demonstrate reliability, teamwork, and accountability.