Specialist, Customer Service

Specialist, Customer Service

The primary role of this individual is to ensure smooth operations of our organization with respect to adherence to policies and procedures. To support the needs of our customers. To be an available resource to their organization for support throughout the workday, for training and coaching of skills and job-related information. And to be involved in and support implementation of sponsored programs through others.

Individual is responsible for the consistent and accurate flow of work that is required to ensure that complete customer satisfaction is offered to each order processed. This individual will also coordinate daily activities and specials projects.

Responsibilities

• Maintain an effective level of communication and working relationship with all customers, field sales/service personnel, field sales coordinators, and other interfacing departments, such as Accounts Receivable, Technical Service and Applications, Shipping & Traffic, Planning and Expediting, Marketing, and other related departments.
• Able to create and implement new policies/procedures that will enhance order service.
• Support with customer orders, drop shipments, short and lost shipments, credit memos and invoices, return authorizations, as well as other related work that is generated in the order service departments.
• Sets, communicates, maintains, and measures the standards and guidelines by which the department operates as well as those used for individual performance reviews, and takes timely actions to facilitate the upkeep of these standards.
• Support and back up department during peak time and other short staffing occasions.
• Primary source for all questions/concerns that are generated by the department as well as issues generated by other related groups.
• Represent the Subsidiary and/or Division and other areas of the company on projects and/or teams.
• Requires a comprehensive understanding of the SAP systems, delivery of product including export rules and regulations.

Secondary Responsibilities

Additional responsibilities include: Interfaces with both internal and external customers to ensure high quality service levels and customer satisfaction for all customers. For purposes of this job description, employees are also customers.

Typical Requirements

Education: Minimum of college degree above or equivalent.

• 2+ years of CSR experience in the semiconductor industry or a global manufacturing-related U.S. based foreign enterprise, with a deep understanding of semiconductor.
• Excellent communication, interpersonal, problem solving, and listening skills, as well as professional telephone manner.
• Proficiency in SAP.
• Understanding and supporting company/department objectives and goals.
• Ability to work under sporadic stress conditions.
• Flexibility with regard to schedule.
• Ability to deal effectively with sensitive and confidential issues.
• Personal computer/terminal experience required.
• Good English listening, speaking and writing skills are preferred.