Job Summary
:
You will be responsible for the successful management of customer account for spare part contracts and repairs. You will ensure timely completion of all activities related to spares contract, accurate billing, and reconciliation. You work on a regular basis with local Operation (Applied Materials customer service), Customer, Order fulfillment, Customer service representative, Planning, Purchasing, Marketing, Logistics, Finance, Sales.
Key Responsibilities
Order Management:
1. Customer and Contract repair support
2. Consignment management
3. Backlog management
4. Critical orders & Downs follow-up
5. Invoice & billing queries
6. Customer ERP data integrity alignment
7. Customer pricing data alignment
Customer and Account team support:
8. Frontline primary contact to customers regarding Spares operational issues and escalation management
9. Pre-Sales support
10. Publishing reports
11. Managing escalations from internal customer (Account team)
12. Follow-up of KPIs to meet customer requirements
13. Attend meetings to address any customer specific issues or support process standardization discussions/Customer specific issues. Always ensure consistent adherence to processes documented.
Billing:
14. Manage billing for FPM and customer accounts. Ensures all billing and reconciliation tasks between Applied Materials and customer is completed on time (monthly + weekly pre-reconciliation).
15. Ensure Ship Not Billed activity/billing aging is minimum. If discrepancy is discovered, you will be responsible for working with relevant internal/external party to resolve.
16. Responsible to manage and resolve customer inquiries/dispute with collaboration with local Customer service team and Sales team
Inventory Management:
17. Ensure 100% alignment between customer and Applied Materials system Quarterly Book to BookYearly Physical inventory
Reverse Logistics:
18. Process all reverse supply chain and failure analysis
Your profile :
19. Commercial Education, Bachelor or Master degree with minimum 5 years working experience in customer service
20. Fluent in both French and English, an additional language would be a plus
21. Strong customer focus, empathy, active listening, patience in order to build positive relationships with customers
22. Strong communication skill, curious, team spirit, analytical and problem-solving skills, rigor
23. Good analytical skills
24. Knowledge of supply chain processes, overall spares & services business processes would be appreciated.
25. Semiconductor experience is a plus
26. Project management experience is a plus
27. SAP/CRM experience is a plus
TECHNICAL COMPETENCIES
28. Knowledge of computer and Microsoft office product
29. Good Excel knowledge (Pivots, VLOOKUP’s, Charts etc.)
30. MS Outlook
31. MS PowerPoint
32. SAP
Qualifications
Education:
Associate's Degree
Skills:
Certifications:
Languages:
Years of Experience:
1 - 2 Years
Work Experience:
Additional Information
Time Type:
Full time
Employee Type:
Assignee / Regular
Travel:
Yes, 10% of the Time
Relocation Eligible:
No