Customer Service Representative II

Customer Service Representative II

Siltronic is one of the world's leading manufacturers of highly specialized hyper pure silicon wafers. Being an international market player, we serve the semiconductor industry worldwide and partner with many leading chip manufacturers. Our global production network in Asia, Europe, and the USA includes today's most advanced plants for 200mm and 300mm wafers. We provide a competitive benefits package including medical, dental, and vision insurance, 401k matching, educational assistance, and a quarterly success sharing bonus program.

We are seeking a dedicated SCC Customer Service Representative to join our team. This role involves making critical decisions on a daily basis, such as directing fabs on part prioritization, determining VMI schedules to maintain inventory levels, and deciding on shipment methods to meet customer delivery requirements. The representative will also contact customers regarding specifications, orders, and shipments, forecast short-term customer requirements, and handle sales situations in the absence of primary personnel. Additionally, the role includes proposing improvements, balancing SCC and sales work, prioritizing daily tasks, filtering Level 2 SAP issues, and supporting the implementation of new procedures. This position is crucial for maintaining impeccable customer service and ensuring all customer requirements are satisfied.

System-Related Responsibilities (~65%)

• Manage customer inquiries, quotations, global pricing, and product qualifications
• Process sales orders, forecasts, purchase orders, and shipment tracking activities
• Handle customer claims, returns, and special labeling requirements
• Maintain and update PSI data and market information; generate reports as needed
• Monitor ITP orders and support VMI programs, including performing VMI calculations
• Maintain accurate customer master data and control foreign orders
• Provide SAP system support and serve as backup system administrator

Non-System Responsibilities (~20%)

• Maintain and document customer requirements and specifications
• Coordinate shipment activities and direct fab prioritization as needed
• Support onboarding and mentoring of new Customer Service Representatives
• Initiate and implement process improvements and best practices
• Coordinate returns, credits, and cross-site activities with global CSR teams
• Facilitate customer satisfaction surveys and support audit/visit preparation
• Participate in conference calls, cross-training, and business process enhancements
• Support regional CSR teams, maintain procedures, and complete special projects

Sales & Customer-Facing Responsibilities (~15%)

• Serve as primary contact for small customer accounts
• Act as backup or deputy for medium-sized accounts
• Interface with medium and large customers to support account needs
• Assist Account Managers with presentations, audits, and customer communications
• Relay SCC updates and information to customers and internal stakeholders
• Monitor and follow up on overdue accounts (Europe and Asia regions)
• Support overall sales office operations and environment

Additional Expectations

• Participate in special projects and continuous improvement initiatives
• Collaborate effectively with cross-functional teams
• Perform other duties as assigned

Position Requirements:

Requires an Associate's degree or equivalent- with 2-4 years of customer service field experience for a manufacturing environment. Experience with Microsoft office products (Word, Excel, PowerPoint, or other similar software). Intermediate SAP knowledge with experience in sales and distribution modules. You must have knowledge of silicon products, strong customer service skills, possess training and mentoring skills.

To ensure a safe work environment while meeting the physical demands of the job, you must be able to perform the following tasks:

• Ability to sit, stand, walk
• Ability to use office equipment, phones, laptop effectively for various amounts of time throughout the day

Benefits and Compensation:

• 120 hours vacation
• 10 Paid Holidays
• 60 hours of sick time
• Medical / Dental / Vision
• Health Savings Account Option
• Long Term Disability
• Parental Leave
• Paid Leave Oregon
• Life Insurance
• Supplemental Life Insurance
• Educational Assistance
• Employee Assistance Program
• Financial Wellness Assistance
• Legal Insurance
• Quarterly Success Share Bonus
• Referral Program
• Retirement Plan Options, up to 5% Match
• Sponsored Wellness Programs & Challenges
• Subsidize Public Transportation Pass

** Relocation assistance is not offered

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.