Position Summary
The Senior Customer Service Specialist is responsible for providing excellent customer service experience. This role will have frequent interactions and close collaborations with internal stakeholders such as Account team and the Operational teams.
Key Responsibilities
- Build strong relationships with customers.
- Monthly commitment of 6- or 12months rolling forecast back to customer
- Work with internal teams and customer on the customer order planning and execution by
I. Providing visibility for incoming wafers.
II. Providing instruction to execute orders and coordinate the priorities of orders.
III. Providing WIP status, ship-out plan and finished good information to customers.
IV. Arrangement of customer wafers to fulfill Forecast / AOP/Customer Shipment requirement.
- Maintain pricing and sales order creation for billing and shipment.
- Brief internal team on changes in flow / process / customer requirements after understanding customers' specs.
- Co-ordinate any customer returned materials and work with the relevant department on material disposition.
- Attend to customer enquiries and complaints.
- Work with IT to develop reports as per customer’s requirement and maintain the quality of these reports.
- Host Customer Visits and Quarterly Business Review meetings
- Perform any other tasks relevant to support Customer’s requirements.
- Perform any other duties assigned by Supervisor or Manager from time to time.
Requirement
- Degree in Engineering, Business Administration, Marketing Management or similar discipline.
- At least 3 years of work experience in semiconductor industry or OSAT.
- Able to bridge between and coordinate with customer and internal engineering, logistics, sales & planning team.
- Possess strong analyzing, problem solving, communication and interpersonal skills.
- Ability to work under pressure in a very dynamic environment.
