Service Administrator

The Service Administrator serves as the primary assistant and point of contact for the service department. Essential functions include processing repair orders, preparing shipping documents and customs paperwork, generating and printing order confirmations and pick lists, sending invoices to customers (via mail/email), handling incoming customer calls to place orders, checking order status and/or pricing and availability of product, maintaining sales order files, maintaining customer contact information, and providing assistance as needed to Sales and Marketing personnel.

EDUCATION:

• Associate degree as "kaufmännische Ausbildung" or similar.

EXPERIENCE:

• Minimum three (3) years of experience in an office environment.
• Proficient in MS Office especially Word and Excel and use office equipment.
• Proficiency with office equipment (copier/calculator/fax machine/multi-extension telephone).
• Knowledge in salesforce or other CRM-Systems preferred.

GENERAL EXPERIENCE:

• Fluency in German, both oral and written together with a good knowledge of English.
• Ability to manage multiple detailed projects accurately.
• Ability to make arithmetic calculations accurately and routinely.
• Self-motivated and able to prioritize and work efficiently without supervision.
• Works well in a collaborative environment.
• Accurate and attentive to detail.
• Dependable, positive, and good attendance.

JOB FUNCTIONS

SERVICE & REPAIRS:

Repair Order Processing: Supports the process of servicing/repairs from receipt, through the technical service/repair, to providing cost estimates to the customer.  This includes checking the warranty information, details of the Service Information Form, date requests, and cost accuracy before entry and distribution of final paperwork to appropriate departments.  Completes necessary paperwork to return ship service/repair orders. Create customs paperwork where needed. Keeps current status reports for technicians.  Sends acknowledgements and shipping details to customers and distributors as requested.  Maintains all pertinent records by scanning documents.

• Quotations: Prepares requested quotations and/or proforma invoices including estimation of freight and insurance costs (if required).  Completes proper requester's forms using the appropriate software.
• Shipping Documents: Prepares documents in compliance with all regulations and coordinates with carriers, forwarders, distributors, customers, and our shipping/receiving department. Participates in seminars and workshops as needed to stay informed of current shipping and export documentation compliance rules and regulations.
• Communication: Handles customers' incoming requests for instrument service and/or repair.  Creates and communicates RMA numbers using Salesforce. For all other support and/or service/repair requests, forwards communication to the Technical Support Department.  Customer requests may be received through calls, emails, faxes, etc. to request RMAs, prepare requests for quotations, inquire on status of service/repairs, and inquire on shipping status. 
• Customer Contact Files: Maintains current address files by updating information or creating new customer contact files.   
• Confidentiality: Discretion must be used with inside LI-COR information and with customer information.
• Database Management: Enters all pertinent service/repair/quotation information into databases such as Salesforce and the ERP System. This information includes account, contact, asset, and case information.  Records technical 'fail codes' for instruments returned to LI-COR. 
• Serial Number Entry: Determines if a serial number is already associated with an account and enters review accuracy of serial numbers for all instruments, except for accessories, into Salesforce database as Assets. Enters the Case Reason for the return of the instrumentation.
• Loaner/Demo Equipment: Prepares packing lists and associated forms for shipment of equipment used at trade shows and demonstrations.  Maintains an accurate record of the status of equipment.  Uses Salesforce to coordinate equipment.  Manages carnets, i.e. order new, turn in when expired.  Adds or removes LI-COR inventory as needed.
• Teamwork: Assists Sales Correspondents with tasks & duties during high volume periods.  Handles requests and covers the tasks & duties of Sales Correspondents when they are out on leave, in meetings, at training, or otherwise unavailable. Shares receptionist responsibilities when needed.
• Administrative Support: Assists the Service Team Leader in maintaining multi-site operational efficiency through proactive problem-solving, accurate reporting/data entry, and consistent communication. Supports the Service Team Leader in the implementation and maintenance of continuous improvement initiatives.
• Ordering and overviewing Material for the service area and department which is used for the repairs and maintenance.
• Being a Keyperson between the US and GmbH service department and work close with the service administration person in US. Providing Purchase orders and counting shipment and delivery information to share with costumers and team.