Customer Service Representative - Order Management & Escalations

Customer Service Representative, Order Management & Escalations (Contract)

Remote, Austin TX area | Monday–Friday, 10:30 AM–7:30 PM CT

New Iron is hiring a Customer Service Representative for a global semiconductor equipment manufacturer. You'll be the main point of contact for customers on parts agreements, on-demand service, and labor dispatch. That means owning escalations, driving proactive order management, and helping improve how the team operates. 

What you'll do

• Manage customer requests and escalations mainly through email and a ticketing system, with occasional phone calls
• Build strong customer relationships by anticipating needs and fixing issues before they grow
• Review orders proactively and give customers updates on high priority orders and shipments
• Lead efforts across teams to expedite parts
• Handle complex multi-site billing and entitlements, and support SOX and ISO audits
• Oversee onsite inventory reconciliation across locations and drive process improvements
• Help set up customer master records and apply compliance standards consistently
• Work with logistics, order fulfillment, trade, engineering, purchasing, sales, and finance to meet customer delivery priorities

Nice to have

• Experience with SAP, a CRM, or supply chain processes
• Knowledge of semiconductor equipment, parts, or services
• A second language, for supporting customers in multiple regions

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