Senior Specialist I, Customer Service

ASM•Phoenix, AZ

About The Position

The CKM Operations Specialist serves as the key account to drive CKM HVM end-to-end kits operations — from SAP order fulfillment to cross-functional department coordination — ensuring on-time tool PM execution and high customer satisfaction.

Requirements

Bachelor’s or master’s degree in supply chain, Business, or a related field
6–10 years of experience in customer service, order fulfillment, material planning, or supply chain
Experience in end-to-end CKM kit management and allocation is preferred
Structured and collaborative problem-solving skills leveraging analytics
Experience in working with SAP and Microsoft Office (Excel, Word, PowerPoint)
Excellent communication skills, including professional English proficiency (written and spoken) to support global collaboration

Nice To Haves

Knowledge of supply chain, inventory management, or customer operations.
Project management experience.

Responsibilities

Create tracking reports to monitor the status of customer kits, repairs, RMAs, and service requests processing
Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand.
Ensure accurate PM (preventive maintenance) activity reporting and data sharing with internal teams, external vendors, and customers.
Create and maintain accurate Sales Orders and Reports within SAP.
Co-work with planner/ logistic team for kits-level discrepancies between physical and system inventory records.
Collaborate with business development and account teams to align on customer service level agreements for spares and execute processes accordingly.
Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution.
Independently facilitate cross-regional meetings to ensure alignment on global operation goals.
Proactively escalate and follow up on customer requests via phone & email to ensure timely resolution.
Cultivate a deep understanding of customer requirements and build strong customer relationships.