Customer Service Specialist

LitePoint: Driving Wireless Innovation
LitePoint is a global leader in wireless test solutions, partnering with top wireless device manufacturers to ensure their products meet the high standards of today's tech-savvy consumers. Our out-of-the-box solutions are designed to test the world's most widely used wireless chipsets.

We collaborate with industry leaders in smartphones, tablets, PCs, wireless access points, and chipsets. Additionally, we are at the forefront of testing the rapidly growing Internet of Things (IoT) ecosystem. Headquartered in Silicon Valley, California, with a global presence, LitePoint is a wholly-owned subsidiary of Teradyne (NYSE: TER), a leading provider of automation equipment for testing and industrial applications.

 LitePoint is seeking a highly motivated individual to join our Service team as a Service Specialist

Responsibilities

1. Customer Support & RMA Management

• Serve as the primary point of contact for service-related inquiries, including warranty information checking, service lead times, and repair/calibration processes.
• Process RMA requests in Salesforce, assign RMA numbers, and coordinate equipment returns with customers.
• Track repair and calibration progress and provide regular status updates to customers.
• Ensure timely communication throughout the service lifecycle.

2. Service Quotation Management

• Develop a thorough understanding of service part numbers and pricing structures, to ensure accurate quotations.
• Prepare service quotations in Salesforce based on customer requirements.
• Deliver quotations to customers via email or customer portals and follow up as needed.

3. Order Management & Booking

• Review customer purchase orders and verify alignment with approved quotations before booking.
• Process customer orders in Salesforce, ensuring accurate data entry and timely updates.
• Manage order changes and resolve hold issues in system.

4. Logistics Coordination

• Coordinate with freight forwarders to obtain shipping quotations and prepare rate comparison analyses as needed.
• Manage domestic shipments within Taiwan, including pickups and deliveries.
• Support overseas customers with import and export-related inquiries and shipment issues.
• Collect required import documentation (service contracts, shipping documents, etc.) from customers and coordinate with the import team.
• Collect the required export information (packing details and freight forwarder), and coordinate to the export team.
• Create shipping requests for RMA cases serviced in the U.S. and coordinate with the U.S. Service Team and Logistics Team for shipment back to customers.

5. Finance & Compliance Support

• Notify customers of shipment and delivery information and upload proof-of-delivery records as required.
• Coordinate with the Finance Team and address special invoicing requirements.
• Liaise with the Legal Team to review customer service agreements.
• Prepare customer-required documentation to support payment processing.
• Assist in customer payment follow-up.

6. Additional Responsibilities

• Prepare service-related reports and support forecasting activities by identifying risks that may impact shipments and revenue recognition.
• Contribute to SOP development and recommend process improvements to enhance operational efficiency.
• Perform other duties and projects assigned by the Service Manager.

Basic Requirement

• Bachelor's degree or above, preferably in Business Administration, International Trade, Supply Chain Management, or a related field.
• 1-3 years of experience in customer service, order management, supply chain coordination, or RMA administration.
• Strong organizational, problem-solving, and coordination skills.
• Good command of English
• Proficient in Microsoft Excel; familiarity with AI tools is an advantage.
• Strong attention to detail and accuracy.
• Ability to work independently in a fast-paced, dynamic environment while managing multiple priorities.
• Experience in technology, semiconductor, electronics testing, or international trade industry is preferred.

We attract, develop, and retain a high-performance workforce, comprised of people with diverse backgrounds and a shared drive for excellence. We strive to foster a positive and inclusive work environment that helps employees, and communities, thrive.