Job Title:
Advisor, Customer Service, KoreaJob Description:
The Role: CSR
Maintains direct contact with customers before and/or after the sale, via telephone, email or chat. Supports sales team by developing and maintaining positive customer relations with customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals.
The Customer Service Representative serves as a critical link between Entegris and its customers, and is responsible for quotation and order processing, service issues, product knowledge and building successful relationships with internal and external customers.
In this role you will:
Primary Responsibilities and Duties:
1.Quotation and Order Processing
Enters and maintains orders within 24 hours of receipt of a customer purchase order including standard, sampe and service order types.
Ensures appropriate pricing approvals are secured. Generates appropriate documentation such as sales order confirmations, proof of delivery, and proforma invoices.
Issues quotations on products within 48 hours of receipt. Troubleshoots and resolves issues related to orders. Runs reports as needed.
Interfaces with customer via phone, fax, email, and internet.
Understands and adheres to Sarbanes-Oxley requirements and procedures.
2. Support Issues
Analyzes SAP reports and notifies customers when orders will ship later than original commit date.
Generates and reviews reports and expedites early shipment of products as appropriate.
Investigates and responds to requests for customer expedite orders.
Identifies potential customer problems and takes appropriate action.
Completes month-end close consignment stock management procedures including consignment zero bin and inventory turn rate.
3. Returns and Customer Complaints
Creates a return authorization (RA) for returned goods.
Creates quality notification (QN) for internal and external customer complaints.
Tracks RAs and QNs to closure.
Generates appropriate documentation such as acknowledge of concern (AOC).
4. Product, Policy and Systems
Demonstrates working knowledge of all Entegris products within defined areas of responsibility; may make recommendations on product and/or material alternatives.
Understands and adheres to policies and procedures with respect to customer contracts and service agreements, customer-specific pricing, such as minimum order quantities (MOQs) and service management.
Recommends changes to programs, policies, and procedures to better meet customer requirements.
Attends training sessions.
Ability to make recommendations on product/material alternatives.
5. Internal and External Relationships
Supports, collaborates and communicates with account management.
Communicates general and critical information to designated backup.
Proactively works with Production, Logistics, Finance and other cross-functional areas to ensure critical customer needs are met such as expedites, accounts receivables, export compliance, etc.
6. Systems and Reports
Maintains accurate information in salesforce.com.
Runs and utilizes sales and distribution reports, such as outstanding sales, customer early availability, etc. and communicates internally and externally as appropriate.
Records activities and maintains information in Salesforce.com, including quotes, return acknowledgements and report of corrective action (ROCA).
Records attachments specific to key customers including price agreements and order entry instructions.
Uses the Log a Call functionality to capture key conversations/interactions with a customer.
Traits we believe make a strong candidate:
Strong Computer Skill (Excel, PowerPoint, Word, etc.)
Effectiveness of team & personal
Ability to handle multiple tasks
Detail-oriented and well-organized
Excellent Communication and Interpersonal
Comply Corporate Values
Your success will be measured by:
Bachelor’s Degree
7+ years of CS experience
Proficient in MS office
Intermediate level of speaking and writing in English
Team Player
Excellent organizational skills
Strong communication skills