Customer Service Coordinator

Join Rigaku in shaping a better world through new perspectives!

Rigaku is seeking a highly organized and customer-focused Customer Service Coordinator to join our Service team and help deliver an outstanding customer experience. In this role, you will serve as a key point of contact for customers, ensuring service requests, inquiries, shipments, and administrative activities are handled accurately, efficiently, and in a timely manner. You'll work closely with cross-functional teams to support service operations and contribute to a culture of customer satisfaction and operational excellence.

The Customer Service Coordinator plays an essential role in supporting the day-to-day operations of the Service Department. Responsibilities include managing incoming calls and requests, coordinating emails, service tickets, shipments, invoicing support, and maintaining accurate service documentation. Working closely with Service Administrators, Accounting, and other internal teams, this position helps ensure efficient workflows and provides administrative coverage as needed.

Key Responsibilities

Helpdesk Line Management

• Answer and manage the Service helpdesk line in a professional and courteous manner.
• Identify the nature, urgency, and appropriate destination of customer requests.
• Route calls and inquiries to the appropriate Service Administrator or internal resource.
• Provide basic assistance and information to customers when appropriate.
• Ensure customer inquiries are handled promptly and appropriately.

Customer Request Management

• Monitor the group customer-service email inbox and respond or route requests as appropriate.
• Distribute incoming customer requests to the appropriate team member.
• Monitor requests to help ensure they are not overlooked, delayed, or left unresolved.
• Assist in maintaining an organized and timely customer-response workflow.
• Follow up on requests as needed to support timely resolution.

ERP Ticket Creation and Documentation

• Create customer and service tickets in the ERP system based on incoming service requests.
• Accurately enter required customer, equipment, service, and other relevant information.
• Ensure service requests are properly documented, categorized, and routed.
• Maintain accurate records to support efficient communication and follow-through.

Outbound Shipment Documentation

• Scan and save documentation associated with outbound customer shipments.
• Maintain organized, accessible, and accurate shipment records.
• Ensure required documentation is completed and stored in accordance with internal procedures.

Spare Parts Shipment Processing

• Process spare-parts shipments for invoicing.
• Verify shipment information is complete and accurate before submission to Accounting.
• Support timely billing by ensuring shipment documentation is processed promptly.
• Help reduce administrative delays between shipment and invoicing.

Administrative Backfill and Coverage

• Provide administrative support when Service Administrators are out of the office.
• Assist with routine administrative functions to maintain continuity of Service Department operations.
• Help prevent work from accumulating during employee absences.
• Provide additional administrative capacity during periods of high service activity.

Customer Survey Administration

• Review customer surveys following completed repair and service visits.
• Organize and compile customer survey information.
• Maintain appropriate records of customer feedback.
• Help identify recurring customer comments, concerns, or areas requiring follow-up.
• Provide organized customer feedback information to support Service quality and customer experience initiatives.

Additional Administrative Support

• Assist with reducing administrative backlogs and outstanding work.
• Support special administrative projects and initiatives as assigned.
• Provide additional administrative support during periods of elevated Service activity.
• Perform other related duties as needed to support the Service Department and overall customer experience.

Qualifications

• High school diploma or equivalent required; additional education or training in business administration, customer service, or a related field is a plus.
• Previous customer service, administrative, service coordination, or office support experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to prioritize multiple requests and responsibilities in a fast-paced environment.
• Comfortable working with computer systems, email, and business software; experience with ERP systems is preferred.
• Ability to communicate professionally with customers, coworkers, and internal departments.
• Ability to work independently while also functioning effectively as part of a team.

Key Competencies

• Customer-focused communication
• Organization and follow-through
• Attention to detail
• Timely response and task management
• Problem identification and routing
• Data entry and documentation accuracy
• Team collaboration
• Adaptability and willingness to provide coverage
• Professionalism and reliability

Rigaku offers a comprehensive benefits package, including medical, dental, vision, short- and long-term disability insurance, life insurance, Section 125 flexible spending accounts, and a 401(k) plan with company match.

Rigaku is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Applicants must be legally authorized to work in the Unted States.