JR-2301011 Sr Specialist, Customer Service (Sales Support)

GlobalFoundries is a leading full-service semiconductor foundry providing a unique combination of design, development, and fabrication services to some of the worlds most inspired technology companies With a global manufacturing footprint spanning three continents, GlobalFoundries makes possible the technologies and systems that transform industries and give customers the power to shape their markets.

Introduction

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 satisfaction are achieved to the best interest of the customers and GlobalFoundries.

Your Job

Customer Management:

• Develop and maintain positive relationships with new and existing customers
• Supporting the sales team to organize customer teleconference and site visit to understand & discuss on business.
• Take ownership of customer issues and follow problems through to resolution
• Educate customers on GF business practices and available systems

Order and Backlog Management:

• Manage the customer's backlog in Oracle; Enter customer specific information in Oracle, which may include purchase orders, pricing, quote, and ship methods
• 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 and 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 GF policies, legal regulations and audit requirements are met and maintained
• Understand customer forecast, revenue support plan, risk and opportunities; work with customer on PO coverage to close PO gaps

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

Required Qualifications:

• Bachelors degree or equivalent work experience in customer support / Sales Support / Order Management roles.
• 3-5 years working experience
• Should be able to work with global teams
• Ability to communicate in English both verbally and in writing
• Ability to solve problems with logical thinking and analytical skills
• Attention to detail and ability to meet deadlines
• Ability to work within a team environment and flexible

Preferred Qualifications:

• Experience in semiconductor experience will be an added advantage
• Prior working experience in a similar setup will be an added advantage
• Working knowledge of ERP (Oracle/SAP..., etc) will be an advantage.