Customer Service Representative

Description

GENERAL SUMMARY

The Customer Service Representative plays a critical role within the Customer Service / Operations organization, supporting the successful execution of customer orders and delivering a high-quality customer service experience throughout the order lifecycle. This role is responsible for managing customer order / account inquiries, order-related communication, issue resolution, order workflow support, backlog coordination, and operational customer service activities following order placement.

Working closely with Supply Chain, Logistics, Quality, Trade Compliance, Finance, Manufacturing, and Sales teams, the Customer Service Representative ensures timely, accurate, and professional support for customer operational needs while promoting service consistency, responsiveness, and operational excellence.

Success in this role requires strong organizational skills, attention to detail, problem-solving capability, responsiveness, adaptability, and a customer-first mindset focused on execution excellence and positive customer outcomes.

ESSENTIAL JOB FUNCTIONS

Customer Order Support & Execution

• Support customers throughout the order execution lifecycle following order placement.
• Process and manage customer order updates, changes, holds, cancellations, and exception requests in accordance with company procedures.
• Monitor order activity and proactively communicate order status updates, shipment information, delays, and execution-related changes to customers.
• Coordinate order workflow activities to support timely and accurate order execution.

Customer Communication & Issue Resolution

• Respond to customer inquiries related to order status, shipments, delivery timelines, documentation, RMAs, credits, and operational support requests.


• Investigate and resolve customer issues, discrepancies, and execution-related concerns professionally and promptly.


• Coordinate cross-functionally to identify root causes and support issue resolution activities.

• Escalate complex issues appropriately while maintaining clear customer communication.

Backlog & Operational Coordination

• Support backlog management and operational workflow activities.


• Coordinate with Supply Chain, Logistics, Manufacturing, Quality, Trade Compliance, and Finance teams to support customer execution requirements.


• Monitor operational risks and communicate potential impacts proactively.


• Assist with prioritization activities based on defined business rules and escalation processes.


Systems & Process Support

• Utilize ERP, Salesforce, customer portals, and operational systems to manage customer activities accurately and efficiently.
• Maintain accurate customer records, documentation, and transaction updates.
• Support customer portal activities including uploads/downloads of required documentation and order acknowledgements.
• Follow established SOPs, work instructions, and compliance requirements.

Continuous Improvement & Operational Excellence

• Support continuous improvement initiatives focused on customer experience, operational efficiency, responsiveness, and execution quality.
• Identify process improvement opportunities and communicate recommendations to leadership.
• Participate in training initiatives and process deployment activities.

• Promote a collaborative, professional, and customer-focused team environment.


• On Time Payment- Working with the finance department to ensure all finance / credit issues are resolved in a timely manner with a positive outcome


OTHER DUTIES AND RESPONSIBILITIES

• Be flexible, able, and willing to pick up additional workload as appropriate.


PREPARATION, KNOWLEDGE, SKILLS & ABILITIES

• High school diploma or equivalent

• A minimum of 1-year prior experience within a similar role in a dynamic, fast paced semiconductor environment.

• Maintaining strong analytical skills and business acumen combined with a strong degree of creative flair and passion is required.

• Flexibility and multi-tasking, ability to undertake several tasks simultaneously and manage them effectively.

• Communication skills, confident and effective in explaining concepts and situations to co-workers, business partners and customers of differing languages and cultures. Both written and oral communication skills.

• Problem solving, the ability to identify root causes, realize and implement solutions.

• Performs successfully under light supervision.

• Builds strong and successful relationships, effectively supporting and influencing colleagues, partners, suppliers, customers, and members of the global team.


• Demonstrates vision, passion, commitment, and integrity, transparency, taking responsibility and building trust.

• Microsoft Office skills: Word, Excel, and PowerPoint

• Positive attitude with an ability to absorb & learn quickly.

• Ability to work to the highest accuracy in demanding situations under time constraints.

• A strong team player.

• Passionate, positive attitude about progress and willing to go the extra mile.

• Clearly demonstrates a strong, focused, dynamic desire to succeed and track record of delivering the required level of performance.