Customer Service Representative II

Siltronic•Portland, OR

12d•Onsite

About The Position

Siltronic is a leading manufacturer of highly specialized hyper pure silicon wafers, serving the semiconductor industry worldwide. We are seeking a dedicated SCC Customer Service Representative II to join our team. This role involves making critical decisions daily, 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.

Requirements

Associate’s degree or equivalent
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
Knowledge of silicon products
Strong customer service skills
Possess training and mentoring skills
Ability to sit, stand, walk
Ability to use office equipment, phones, laptop effectively for various amounts of time throughout the day

Responsibilities

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
Serve as primary contact for small customer accounts
Act as backup or deputy for medium-sized accounts
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)
Support overall sales office operations and environment
Participate in special projects and continuous improvement initiatives
Collaborate effectively with cross-functional teams
Perform other duties as assigned