Customer Service Administrator

Customer Service Administrator

Rochester, NY

JK Executive Strategies is proud to partner with a leading manufacturer of precision measurement and optical metrology systems in search of a Customer Service Administrator to join its team!

This individual will serve as a key point of contact for customers, channel partners, and field technicians, managing incoming calls, service requests, ticket routing, parts orders, and customer follow-up. The ideal candidate is organized, detail-oriented, and comfortable handling difficult conversations in a high-volume, fast-paced environment.

Responsibilities

• Answer incoming calls, respond professionally to customer and partner inquiries, and manage escalations and callback requests.
• Guide customers through service request submissions, create and update tickets, and route requests to appropriate teams.
• Enter and expedite parts orders, service orders, incidents, quotations, and return merchandise authorizations (RMAs).
• Track open tickets, orders, and customer issues to ensure timely follow-up and clear communication.
• De-escalate challenging customer interactions with empathy, professionalism, and sound judgment.
• Coordinate with service, sales, planning, purchasing, shipping, and manufacturing to resolve issues efficiently.
• Identify recurring service issues, document procedures, and support process improvements and cross-training.
• Assist with shipping, packaging, and customs documentation for international parts orders as needed.

Qualifications

• Previous customer service, order management, or administrative experience required.
• Associate’s degree in Business Administration, Accounting, or a related field preferred; equivalent experience considered.
• Strong phone communication and customer de-escalation skills, with a professional and service-oriented approach.
• Ability to manage high call and ticket volumes, prioritize competing requests, and refocus after interruptions.
• Strong attention to detail, problem-solving skills, and accurate data entry and follow-up.
• Proficiency in Microsoft Office 365 and ability to learn company-specific ticketing and order systems.
• Ability to work collaboratively across departments and adapt to changing priorities in a fast-paced environment.

Salary Range

• $19–$24/hour

JK Executive Strategies is an Equal Opportunity Employer. It is the policy of JK Executive Strategies to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law.