Customer Service Representative (Fully Remote)

Big ideas often start small - sometimes smaller than a speck of dust. Microchips power the tools and devices we rely on every day - from smartphones and electric vehicles to medical diagnostics and AI systems. SUSS equipment enables their production through scalable, high-precision solutions in lithography, wafer bonding, and packaging. With over 75 years of experience and a global presence, we are a trusted partner that combines reliability and innovative strength. 

We are guided by the conviction that innovation is not only created by technology, but by people who take responsibility and overcome boundaries together. 

About the Role:

As a Customer Service Representative, you will be the primary point of contact for our customers, ensuring their inquiries and concerns are addressed promptly and effectively. Your role is critical in maintaining high levels of customer satisfaction by providing accurate information, resolving issues, and processing orders efficiently. You will work in a fast-paced environment where adaptability and a positive attitude are essential to manage multiple customer interactions daily. By handling customer accounts and facilitating smooth communication, you contribute directly to the company’s reputation and customer loyalty. Ultimately, your efforts will help create a seamless and pleasant customer experience that supports business growth and retention.

Responsibilities:

• Respond promptly and professionally to customer inquiries via telephone and other communication channels.
• Resolve customer issues and complaints with empathy and efficiency, ensuring a positive outcome.
• Process customer orders accurately and update customer accounts as needed.
• Maintain detailed and accurate records of customer interactions and transactions.
• Collaborate with team members and other departments to address complex customer needs and improve service delivery.

Skills:

The required skills such as verbal communication and telephone customer service are essential for engaging with customers clearly and professionally, ensuring their needs are understood and met. Working in a fast-paced environment demands strong organizational skills and the ability to multitask without compromising service quality. Problem resolution skills enable you to identify issues quickly and provide effective solutions, enhancing customer satisfaction. Oral and written communication skills are used daily to document interactions accurately and convey information clearly to customers and team members. Managing customer accounts and processing orders require attention to detail and proficiency with relevant software, ensuring transactions are handled smoothly and efficiently.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in telephone customer service or a related customer-facing role.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced environment.
• Basic computer proficiency and experience with customer account management systems.

Preferred Qualifications:

• Associate degree or higher in business, communications, or a related field.
• Experience with CRM software and order processing systems. SAP experience ideally. 
• Demonstrated problem resolution skills in a customer service setting.
• Additional language proficiency is a plus.
• Training or certification in customer service best practices.

• Health and Insurance Benefits:
  • Group Insurance Health plans – a portion of the premiums for Medical, Dental, and Vision are Company-paid
  • Choice between 3 PPO plans in every state but California
  • CA employees have choice between 4 Insurance Plans – 3 PPO plans and 1 HMO plan
  • Term Life/AD&D, Long Term Disability (LTD), and Short-Term Disability (STD) Insurance plans – 100% Company-paid
  • HSA with significant Company contribution
• Paid Time Off:
  • 10 Paid Holidays per year
  • 136 hours of PTO per year
  • 10 Paid Jury Service days per year
• Retirement & Financial Planning:
  • 401k with 4% Company match
• Employee Support Programs:
  • Employee Assistance Plan (EAP) – 100% Company-paid
• Optimal Work-Life-Balance:

  We prioritize work-life balance. Our employees benefit from a flexible working hours model, which includes flextime, various part-time options, and up to 12 days of remote work per month, allowing them to seamlessly integrate work and personal life.