col-wideJob Description:
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:
Customer and Contract repair support
Consignment management
Backlog management
Critical orders & Downs follow-up
Invoice & billing queries
Customer ERP data integrity alignment
Customer pricing data alignment
Customer and Account team support:
Frontline primary contact to customers regarding Spares operational issues and escalation management
Pre-Sales support
Publishing reports
Managing escalations from internal customer (Account team)
Follow-up of KPIs to meet customer requirements
Attend meetings to address any customer specific issues or support process standardization discussions/Customer specific issues. Always ensure consistent adherence to processes documented.
Billing:
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).
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.
Responsible to manage and resolve customer inquiries/dispute with collaboration with local Customer service team and Sales team
Inventory Management:
Ensure 100% alignment between customer and Applied Materials system Quarterly Book to BookYearly Physical inventory
Reverse Logistics:
Process all reverse supply chain and failure analysis
Your profile:
Commercial Education, Bachelor or Master degree with minimum 5 years working experience in customer service
Fluent in both French and English, an additional language would be a plus
Strong customer focus, empathy, active listening, patience in order to build positive relationships with customers
Strong communication skill, curious, team spirit, analytical and problem-solving skills, rigor
Good analytical skills
Knowledge of supply chain processes, overall spares & services business processes would be appreciated.
Semiconductor experience is a plus
Project management experience is a plus
SAP/CRM experience is a plus
TECHNICAL COMPETENCIES
Knowledge of computer and Microsoft office product
Good Excel knowledge (Pivots, VLOOKUP's, Charts etc.)
MS Outlook
MS PowerPoint
SAP
Qualifications
Education:
Associate's DegreeSkills:
Certifications:
Languages:
Years of Experience:
1 - 2 YearsWork Experience:
Additional Information
Time Type:
Full timeEmployee Type:
Assignee / RegularTravel:
Yes, 10% of the TimeRelocation Eligible:
No
