Customer Service manager

职位类别： 其它兼职类

职责描述：Job Purpus:



To manage customer order and support sales team to drive revenue. Key interface between Sales, Planning, Technical Support and Customer to ensure customers' needs and satisfactions are achieved to the best interest of the customers and the company via CS KPIs.



(KPIs: Customer satisfaction, revenue goal (wafer & non-wafer ), aged backlog, AR, CRD, backlog management, order entry and etc)



Responsibility:



Customer Management:

Develop and maintain positive relationships with new and existing customers.

Supporting sales team to organize and take lead in customer teleconference and site visit to understand & discuss on business / yield reconciliation / PO / manufacturing activities / issue resolution.

Take ownership of customers issues and follow problems through to resolution

Educate customers on GLOBALFOUNDRIES business practices and available systems (eg. GFV, SFDC, B2B and etc )



Revenue Management:

Support sales team on the forecasting process, validate and ensure forecast numbers are reflected accurately and timely in TM1, and close loop communication to customers on the support plan.

Understand customer forecast, revenue support plan, risk and opportunities; work with customer on PO coverage to close PO gaps.



Order and Backlog Management:

Enter customer specific information in Oracle, which may include purchase orders, pricing, quote, and ship methods.

Manage the customer's backlog in Oracle. Work through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc ) across global sites to resolve customer and Fab related issues.

Analyze and manage on-time delivery for customer orders.



Process and respond to customer expedites pull-ins inquiries with regards to supply situation.

Resolve production scheduling, shipping or invoicing problems; determine validity of RMA claims, outstanding AR issue, aged backlog and etc.

Ensures that GLOBALFOUNDRIES policies, legal regulations and audit requirements are met and maintained.



Project Management :

Manage B2B projects for customers.



Initiate and participate in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence.



Mentorship program for new recruit



任职要求：

Requirement:



Bachelor’s degree or equivalent experience in customer support.

Minimum of three-five years’ experience in semiconductor industry. And five-seven years’ experience in direct customer service support on order management and supply chain.

Excellent Customer Relationship Management skills.

Highly developed sense of integrity and commitment to customer satisfaction

Ability to communicate clearly and professionally, both verbally and in writing; Has a pleasant, patient and friendly attitude;

Ability to solve problem with logical thinking and analytical skills.

Project management skills. Resolving Conflict and Multi-tasking

Attention to detail and ability to meet deadlines

Ability to work within a team environment

Focused and self-motivated

Finance background is a plus.

Working knowledge of ERP (Oracle/SAP..., etc)

Proficient in Excel & internet explorer, efficient in working w computerized systems

Knowledge of wafer fabrication process is a plus

• 年龄要求： 不限
• 语言要求：不限