Customer Service Representative

Brooks is a leading provider of automation solutions with over 40 years of experience in the semiconductor industry, offering precision robotics, integrated automation systems, and contamination control solutions that empower chip manufacturers worldwide. Our product portfolio includes a range of automation solutions, including robots, vacuum systems, and atmospheric robots for semiconductor manufacturing (www.brooks.com).

Are you looking for a place where you can be part of a transformation? Join us at Brooks Automation and be a part of a dynamic organization that is shaping the future of technology.

Job Description

About the Role:

This position is responsible for managing customer interactions across pre-sales and post-sales activities, ensuring accurate order processing, timely delivery, and effective issue resolution. The role has direct impact on customer satisfaction, operational efficiency, and the company-customer relationship from both financial and product perspectives. The incumbent will coordinate cross-functionally with Sales, Supply Chain, Service, Logistics, and Finance teams to ensure customer requests are handled appropriately and in a timely manner.

Work Location: Onsite - Zhubei City, Hsinchu County, Taiwan.

Key Responsibilities:

• Serve as a primary point of contact for customers across pre-sale and/or post-sale stages, ensuring a high level of responsiveness and professionalism.
• Develop and maintain strong, positive customer relationships, representing the company in interactions that may significantly influence customer satisfaction, commercial outcomes, and long-term partnerships.
• Coordinate with cross-functional teams (e.g., production, logistics, finance, and service) to ensure customer requests and issues are handled accurately, efficiently, and in a timely manner.
• Exercise independent judgment in matters that may materially impact the company-customer relationship, including financial considerations and product-related decisions.
• Manage both pre-sale and post-sale activities, which may include the following:

Pre-sale responsibilities:

• Respond to customer inquiries and provide appropriate product information, documentation, and pricing guidance.
• Support quotation and pricing discussions, including recommending adjustments based on customer relationship considerations and business strategy.
• Influence production planning and delivery schedules to align with customer requirements.
• Identify and assess new business opportunities and contribute to revenue growth initiatives.

Post-sale responsibilities:

• Address and resolve issues related to production scheduling, order fulfillment, shipping, and invoicing.
• Review and assess customer claims, including warranty-related matters, and determine appropriate resolutions.
• Coordinate repair activities, spare parts, and logistics to ensure timely service delivery.
• Work with internal stakeholders to adjust production plans and delivery timelines as needed.
• Identify opportunities for additional or follow-on business, including upselling or service expansion.

Qualifications:

• Bachelor’s degree with 4+ years of relevant experience, or Master’s degree with 2+ years of relevant experience, or Equivalent combination of education and experience.
• Experience in customer service, order management, supply chain coordination, or sales support preferred.
• Strong communication, coordination, and problem-solving skills.
• Ability to manage multiple order types and priorities in a fast-paced environment.
• Experience supporting semiconductor or high-tech manufacturing customers is a strong plus.

Salary Ranges