Customer Service Representative II

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.

- 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

- 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

- 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)

- Participate in special projects and continuous improvement initiatives

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.