Customer Solutions Spec III

QUANTUM GLOBAL TECHNOLOGIES, LLC • Phoenix, AZ

8d • 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 Specialist III to join us in Phoenix, AZ! The Customer Solutions Specialist III - Position is mix of customer interaction, team leadership, and coordination with various departments/sites to ensure smooth operations and customer satisfaction. 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

• Masters degree or equivalent experience preferred.
• Minimum 5 years’ customer service experience.
• Semiconductor industry experience.
• Microsoft Office 365, intermediate skills preferred.
• Experience with order processing software, Oracle Netsuite, SAP.
• Experience with RMA procedures.
• Ability to support and motivate others.
• Knowledge of customer service procedures and systems.
• Understanding of ISO and SOX regulations.
• Project management.

Nice To Haves

• Strategic thinking. Connect program objectives to broad business objectives.
• Effective use of data visualization, business process flow to update leaders on program progress.
• Analytical & Problem Solving. Analyze data to identify issues, draw conclusions and find solutions to complex problems.
• Convince stakeholders to spend calories to support the program because they will benefit from the results.
• Project Management. Use software such as Gantt charts, kanban boards to enable team members to plan, schedule and track progress in real time.
• Ability to lead a cross functional team.
• Understanding of supply chain and master planning roles.
• Program management experience.

Responsibilities

• Initiate and support CS programs to improve the performance across all UCT sites. This includes improving the capability and accuracy of existing software and other tools used by CS to get order status internally and communicate update customers on order status.
• Establish new and optimize existing business processes to improve CS responsiveness, reduce quote turnaround time.
• Identify, recommend and drive implementation of automation opportunities to improve CS efficiency.
• Ownership of global strategic accounts across multiple sites. Must be skilled at communicating and managing multiple customer sites and tasks with limited supervision.
• Nurture relationships with key customers by understanding their needs, preferences, and buying patterns. This involves proactive outreach, follow-up on orders, and identifying opportunities for upselling or cross-selling products and solutions where appropriate.
• Coordinate with site operations, engineering and logistics teams daily to manage status of customer parts and report information. Includes 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. Includes leading problem resolution and communicating/documenting details across multiple sites. Communications must be clear and proactive.
• Lead management of system data changes/updates effectively to include order status reports and discrepant material reports (DMR’s).
• Must effectively make decisions to support customer requirements while balancing them with needs/procedures of the company.
• Manage timely updating of data, keep data (work order and DMR’s) under 30-day late metric.
• Work with Sales Account Managers to collect and analyze forecast data and/or metric scorecards received from customers.
• Works with operations to provide expedites when possible. Ensures orders are billed accurately for any expedites or change requests. Work with Finance team to resolve credit issues when needed.
• Manage customer external portals to download PO’s/change orders, update committed ship dates, advise ship notifications and other tasks as required by the customer.
• Additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level