What are the responsibilities and job description for the Customer Service Administrator position at Anritsu Infivis Inc?
Customer Service Administrator
Anritsu is a leader in industrial quality assurance / inspection & detection equipment including X-ray, metal detection, and checkweighers. Anritsu provides vital industrial machines to the food and pharmaceutical industries to support compliance, profitability, and safety.
Summary / Objective
The Customer Service Administrator is responsible for supporting the daily execution of service operations by providing administrative coordination, customer communication, and documentation support across Technical Support, Field Service, Parts, and Scheduling. This role ensures customer requests, service activities, and service documentation are accurately captured, processed, and communicated in accordance with company standards.
The Customer Service Administrator serves as a key point of contact for customers on service-related administrative matters and plays a vital role in ensuring a professional, responsive, and organized customer experience.
Essential Functions
Customer Communication & Support
- Act as a point of contact for customer inquiries related to service requests, documentation, and general service coordination
- Provide clear, timely, and professional communication to customers regarding service status, scheduling coordination, and follow-up needs
- Route technical or escalated service issues to the appropriate internal teams following established escalation procedures
- Maintain a high level of professionalism and customer focus in all interactions
Service Order & Documentation Management
- Create, update, and maintain service orders, work orders, and customer records within CRM and ERP systems
- Ensure accuracy and completeness of service documentation, including reports, service summaries, and customer deliverables
- Support processing of service-related billing, invoicing support, and service contract documentation as required
- Maintain organized digital records in accordance with company policies and audit requirements
- Support coordination of in house repairs
Operational Coordination & Support
- Support the Service Scheduling Coordinator by assisting with service coordination activities and customer communication
- Coordinate internally with Field Service Engineers, Supervisors, Parts, and Scheduling to ensure smooth execution of service activities
- Track open service requests and follow up to ensure timely closure and documentation completion
- Assist with coordination of service projects by ensuring required documentation and customer communications are completed
Process Adherence & Quality Support
- Ensure consistent use of service systems, tools, and processes
- Identify documentation or workflow gaps and communicate them to the Service Management
- Assist with implementation of standardized service processes and administrative best practices
- Support accuracy of service data used for reporting, analysis, and continuous improvement efforts
General Administrative Support
- Support incoming service-related emails, calls, and requests
- Assist with preparation of reports, summaries, and customer correspondence
- Support internal service meetings by preparing documentation or tracking action items as needed
- Perform additional administrative duties aligned with service operations as directed
- Support vendor portal insurance request
Competencies
- Customer/Client Focus
- Attention to Detail
- Organization & Time Management
- Clear Communication
- Reliability & Follow-Through
- Process Discipline
- Collaboration & Teamwork