Specialist II, Customer Service

We’re not like most. We don’t just overcome obstacles – we don’t see them. Instead, we see the potential in every person, and every situation. We don’t wait for opportunity to appear – we create it. Meet ASM. A company that has been searching for people just like you.

For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving.  But we’re more than just a tech company. We value diversity, inclusion and sustainability as we strive to make a positive impact on the world.  Our development programs help support your growth, shaping your future and pushing the boundaries of innovation to unleash potential.

** This position is not eligible for visa sponsorship. Candidates cannot require sponsorship now or in the future**

Summary of job requirement

The primary focus of this position is to provide outstanding customer service. The Senior Specialist, I Customer Service will be responsible for managing all aspects related to SAP’s S4H Order to Cash as ASM’s focal point of contact.  The ability to interface with internal and external customers is critical in this role supporting cross functional departments to balance workload amongst the USA based team.

The ideal candidate must possess strong diplomacy skills in high pressure situations. This position requires working in a fast paced environment, multitask throughout the day to support customers urgent delivery requirements, e.g. “Tool Down” events and work independently while ensuring data integrity and attention to detail to satisfy business requirements.  This position requires the highest level of customer communication, ownership, responsiveness and follow through from point of sale, customer quotations, order entry, order acknowledgement, monitoring material allocations (as applicable), tracking shipments and final invoicing. All open customer commits must be fully closed in a timely manner based on business needs.

The ideal candidate will have the ability for potential travel to the customer site (s) and must have the ability to work flexible hours to support ASM’s global business requirement to get the job done!

This position will utilize the advanced functionality of systems and applications such as: SAP S4H, SharePoint, MS Office suites (including MS Teams) and Customer specific application/portal software.

Experience

5~10 years of customer service within a high-tech environment is preferrable or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved.

Education

 Bachelor's degree in business administration, supply chain or accounting preferred.

Skills

• Excellent customer service and organizational skills.
• Intermediate skills in Microsoft Excel, e.g. VLOOKUP, Pivot Tables, Macros, etc.
• SAP proficiency with understanding of ERP/MRP required.
• Demonstrated experience in Sales & Distribution and/or Materials Management SAP modules required.
• Comprehension of Customer Service processes, e.g. order management, inventory reconciliations, and invoicing.
• Demonstrated ability to lead, present and drive customer interactions with effective outcomes in difficult customer situations.
• Must have high “sense of urgency” and “know how” for escalation to proper stakeholders.
• Ability to prioritize, manage time effectively and work autonomously.
• Demonstrated ability to work effectively in a team.
• Open-minded and remain flexible (approach/work schedule).

Job Description

• Supports “safety first” culture throughout all functions performed.
• Spares Ordering/Processing:
  • Urgent customer order expedites.
  • Consignment replenishment.
  • Verifies and tracks customer backorders.
  • Follow all ASM and Customer processes, e.g. RMA, FA, etc.
  • Ensures 100% accuracy on the mutually aligned and agreed upon billing amount to be invoiced, including processing of credits/debits.
• Generates and provides weekly/monthly reports for customer on time delivery.
• Work with Global Planners to ensure any stocking level adjustments that may be required to support customer demand.
• Other duties as assigned.