Specialist Customer Service - Order Management

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 customers 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