Sr. Customer Services Coordinator

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop / Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community.

We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Supermicro was built to help the technology define what's possible, and every day millions of people use our products to achieve high performance and efficiency in our server technology. This Customer Service Coordinator will work closely with all related departments to meet priority on customer requests on a daily basis. The position requires following work instructions to carry out assignments correctly and meet tight schedules.

• Process product returns and conduct product failure analysis.
• Ensure a high level of customer service is delivered to all customers.
• Handle the day‑to‑day RMA receiving activities.
• Answer telephone calls promptly and respond to customers’ requests, inquiries and complaints in a respectful caring manner.
• Conduct warranty verification to meet RMA service requirements.
• Investigate customer complaints and drive for resolution in a timely manner for improvement.
• Manage customer escalations on the highest priority and work with internal teams for solutions.
• Set realistic customer expectations and meet or exceed them.
• Follow up on RMA backlogs and outstanding items to meet schedule commitments to customers.
• Handle parts fulfillment and support, repair charges processing and order confirmation.
• Work closely with internal departments as required.

• Minimum of 5 years of experience in Customer Service or related fields preferred.
• Excellent written, interpersonal, and organizational skills.
• Strong customer service ethics and ability to be empathetic and accept ownership.
• Detail‑oriented with excellent time management.
• Ability to multi‑task with minimal supervision and meet established deadlines.
• Independent and also a strong team player.
• Experience in a fast‑paced environment.
• Proficient with MS Office applications, with a strong emphasis on Excel and Outlook.
• Prior experience handling small parts components is a plus.
• Associate degree preferred.

Please note that this position requires regular in‑office attendance. The successful candidate is expected to be present in the office during standard working hours as determined by the company. In‑office collaboration and participation in team meetings, training sessions, and other on‑site activities are essential aspects of this role. Candidates should consider the commuting distance and be prepared to fulfill their responsibilities in the designated office location.

$28.00/hr - $33.00/hr
The salary offered will depend on several factors, including location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.