Customer Service Representative (Semiconductor)

The Customer Service Representative is the interface between customers and our business to deliver exceptional service through the order-to-cash process.  The Customer Service Representative provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Manufacturing, Marketing & Sales, Supply Chain, etc.) to meet company objectives. This position will work with, but not limited to, supply chain planners, logistics team, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. In addition, this position will focus on matching customer needs to the Qnity product offerings. Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, and monitoring sales orders flow through the order fulfillment process. This position will also require a thorough understanding of and become actively involved in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.

Core Responsibilities:

• Manage customer orders through Customer Service work processes and systems.

• Handle all types of customer orders, including indent orders and services invoicing requests.

• Supports customers with coordination of returns when required, following Qnity’s Return Policies.

•  Maintain a thorough knowledge of the businesses’ products, businesses, applications, and service offerings.

• Strengthen customer experience by developing solid relationships, understanding customer needs, and gathering market intelligence.

• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.

• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.

• Identify and deliver value added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.

• Differentiate between customer requirements and Qnity capabilities; choose the best/cost effective solution.

• Support commercial strategies with Qnity customers across multiple businesses.

• Provide backup coverage as necessary.

• Responsible for establishing and maintaining relationships with the customers.

• Respond to sales team inquiries as: prices, stock, latest sales, etc.

Requirements:

• Bachelor’s degree or equivalent is preferred.

• Develop proficiency as a Customer Service Representative.

• Proven ability to build and maintain strong customer relationships.

• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers.   

• Ability to identify areas for improvement and escalate for change management implementation.

• Excellent interpersonal and written communication skills.  

• Strong office skills. Salesforce.com experience is a plus.

• Knowledge of the Order to Cash (OTC) transactions in SAP.

• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).

• Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.

• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.

• Logistics, operations, or manufacturing experience preferred.

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