Associate Customer Service Representative

Job Summary:

· Proactive Tactical Service Support
o Quoting (Price, MPQ, MOQ, Lead Time, stock availability, no bids)
o Order Entry & maintenance (Reschedule & cancellation)
o Delivery improvement, shipment follow up and shipment tracking. 
o Daily interface with customers (Phone, fax, email, Customer WEB) 
o Part # cross references maintenance 
o Manage customer requirement to meet Global OTD target. 
o Device activity requests (status change) 
o RMR processing 
o Maintain customer profiles.

· Proactive Customer Relationship Management 
o First point of contact for sales & customers 
o Primary supply chain interface to sales & customers 
o Customer business issues 
o Customer visits, meetings, conference calls 
o Relationship development

· Customer Advocacy/Problem Resolution
o Initiate customer escalations. 
o Understanding of Customer business processes 
o Initiate communication of supply chain disruptions and coordinate effective resolutions. 
o Proactive review customer forecasts

• Provide tactical support for Sales and Marketing team.
• Lead the pursuit of operational excellence through continuous improvement and standardization of support services and tools.
• Manage multiple stakeholder relationships both internally and externally to ensure operational requirements are met for both day-to-day business activities and long-term activities.
• Work collaboratively with regional counterparts and proactively seek opportunity to support them on business related activities.
• Provide customer satisfaction in order management to maximize both the company and customer revenue.
• Run reports using available tools and analyze the data in order to make decision and or identify trends.
• Closely follow up with internal contacts for order support and work with logistics team to handle urgent shipment and delivery related issues.
• Drive closure of exceptional requests.
• Respond to customer complaints, requests, and inquiries in a professional and timely manner.
• Comply with Customer Service business rules, techniques, and protocols

• Bachelor's Degree in business management and/or any Engineering related course.
• Knowledge on basic semiconductor processes and terminologies is an advantage.
• Willing to work on night and rotating shift schedule.
• Able to maintain positive, empathetic, and professional attitude toward customers at all times, responds promptly to customer inquiries.
• Background on problem solving, analytical, and negotiation skills. Full command of English language both written and spoken.
• Knowledge in Salesforce CRM tools is an advantage.