Customer Service & Order Management Specialist

SSB Phoenix East•Phoenix, AZ

3d•Onsite

About The Position

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car, and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success – join us today! UCT is looking for a talented Customer Solutions Spec I to join us in Phoenix, AZ! The Customer Solutions Specialist plays a crucial role at UCT Services by acting as a direct link between the company and customer. CSS interacts with customers, company sales, and production to handle the overall customer order process that includes pre-sales and post-sales service functions. Must have proven ability to interact with customers and internal staff to manage day-to-day tasks; coordinate cross-functional teams to meet program milestones and on time delivery; be the communication focal point for internal and external stakeholders and demonstrate critical problem-solving skills along with knowledge of supply chain and logistic processes.

Requirements

Associates degree or equivalent experience preferred.
Effective written and oral skills.
Microsoft Office 365, intermediate skills preferred.
Knowledge of customer service procedures and systems.
This role is office/plant based.
May be required to work or support holidays per Manager scheduling.

Nice To Haves

Semiconductor industry experience a plus.
Knowledge of logistics a plus.
Understanding of supply chain and master planning roles.
Ability to participate in a fast paced, cross functional, cross-business team environment.
Takes initiative.
Effective oral and written communication skills.
Detail-oriented and organized.
Comfortable working on multiple projects simultaneously.
Effective in a fast-paced work environment.
Positive attitude.

Responsibilities

Coordinate with site operations, engineering and logistics teams daily to manage status of customer parts and report information.
Scheduling and leading customer conference calls/meetings weekly.
Effective execution of customer requests to ensure on-time delivery.
Proactively communicate with internal teams and customers for issues and escalations.
Leading problem resolution and communicating/documenting.
Effectively make decisions to support customer requirements while balancing them with needs/procedures of the company.
Works with operations to provide expedites when possible.
Ensure orders are billed accurately for any expedites or change requests.
Work with Finance team to resolve credit issues when needed.
Manage timely updating of data, keep data (work order and DMR’s) under 30-day late metric.
Participate in RFQ processes including creating sales request forms, setting up new customers, processing address changes, and following up with quote team on delivery of final quote.
Complete order accuracy review (OAR) to ensure contract, pricing and turnaround time is correct and communicate updates for changes requested.
Provide support coverage for other CSS on PTO, travel, etc. per Manager scheduling.