The Customer Service Representative (CSR) will be responsible for order management and providing customer service to our clients in addition to providing internal support to the regional sales team. This role will be a key interface between Sales, Planning, Technical Support and Customer to ensure customers requests related to orders and shipments are fulfilled to the best interest of the customers and the company.

(KPIs: Accurate Order Entry with ZERO errors, Customer Satisfaction, Revenue Goal, AR, CRD, Backlog Management.)

Job Responsibilities

Customer Management

Developing and maintaining positive relationships with Customers and Channel Partners
Supporting sales team to organize and take lead in customer teleconference and answering questions related to orders & shipments
Taking ownership of customer issues and following problems through to resolution.
Being the focal point of contact for B2B & Customer Portal related issues and questions
Educating customers on GlobalFoundries business practices and available systems

Revenue Management

Maximizing revenue via premium services fee collection and by preventing leakages
Highlighting to the Sales Team about the PO gap and keeping them informed of the customer issues

Order and Backlog Management

Entering specific information in Oracle, which may include purchase orders, pricing, quote, ship methods etc.
Managing the customer's backlog in Oracle
Working through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc.) across global sites to resolve Customer and Fab related issues
Analyzing and managing on-time delivery for customer orders
Processing and responding to customer expedite requests, pull-ins and inquiries with regards to supply
Resolving production scheduling, shipping or invoicing problems; determining the validity of RMA claims, managing the outstanding AR issues, aged backlogs etc.
Ensuring that GlobalFoundries policies, legal regulations and audit requirements are met and maintained

Project Management

Managing B2B projects for customers
Initiating and participating in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence
Performing all activities in a safe and responsible manner and supporting all Environmental, Health, Safety & Security requirements and programs

Required Qualifications:

Education: Bachelor's / Master's Degree
Experience: Order Management / Supply Chain
Years of Experience: 6+ years of relevant order management experience preferably in the Semiconductor industry
Language: English (Exceptional in both written & verbal)

Preferred Qualifications:

Exemplary communication skills (both written & verbal)
Excellent customer relationship management skills
Ability to own issues through closure
Accuracy in order processing
Attention to detail and ability to meet deadlines
Flexibility to work in shifts
Highly developed sense of integrity and commitment to work
Ability to solve problems with logical thinking and analytical skills
Project management skills
Ability to work within a team environment and support each other
Focused and self-motivated
Working knowledge of MS Office, ERP & CRM tools (Excel, Oracle/SAP/SFDC)
Knowledge of wafer fabrication process is a plus

Specialist Customer Service - Order Management