Customer Service Representative - 6 Month Contract

ASM is a leading global supplier of products, services, and materials for semiconductor processing. For more than half a century, innovation has been at the core of everything we do. Our smart, ambitious people are dedicated to creating cutting-edge solutions for the world’s leading semiconductor providers. Every day we push the development of next-generation computer-chip technology, always staying a few steps ahead of what’s next.

The talented, enthusiastic people at ASM are just like you: dedicated to improving people’s lives and unlocking new potential. With our collaborative approach to R&D, we advance key semiconductor technologies and platforms like ALD, epitaxy, PEALD, PECVD, and vertical furnaces. And we have recently entered the promising high-growth market: silicon carbide epitaxy. Year after year, our innovations help to make chips smaller, faster, and more powerful. In fact, you will find our technology in every aspect of modern life: in AI, medical equipment, 5G, smartphones, autonomous driving, and more.                                                                                                                                                            

 

Summary of job requirement

 

The primary focus of this position is to provide outstanding customer service. The ideal candidate will be responsible for managing all aspects related to order management as ASM’s focal point of contact.  The ability to interface with internal and external customers is critical in this role supporting cross functional departments.

 

The selected candidate must have the ability to work in a high-pressure environment, multitask throughout the day to support customers urgent delivery requirements and perform in a leadership manner when customer escalations arise. This position requires the highest level of customer communication, ownership, responsiveness and follow through from point of sale, order entry, order acknowledgement, monitoring material allocations (as applicable), tracking shipments and final invoicing. The expectation for this position is the ability to work independently while ensuring data integrity and attention to detail to satisfy business requirements.  

 

This position will utilize the advanced functionality of systems and applications such as: SAP ECC /S4H, SharePoint, Customer specific application software, and the Microsoft Office suite of programs.

 

Experience

 

2+ years customer service within a high-tech environment is required or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved.

 

Education

BA degree or equivalent work experience (minimum of 5 years in related field). College courses in business administration, supply chain and accounting preferred.

 

Skills

• Excellent customer service and organizational skills.
• Intermediate skills in Microsoft Excel, e.g. VLOOKUP, Pivot Tables, Macros, etc.
• SAP proficiency in Sales & Distribution and Materials Management preferably experienced in S4H.
• Demonstrated ability to lead and drive customer interactions with effective outcomes in difficult customer situations.
• Must have high "sense of urgency" and "know how" for escalation to proper stakeholders.
• Ability to prioritize, manage time effectively and work autonomously.
• Demonstrated ability to work effectively in a team.
• Open-minded and remain flexible (approach/work schedule).

 

Job Description

• Supports "safety first" culture throughout all functions performed.
• Spares Ordering/Processing:
  • Urgent customer order expedites.
  • Consignment management.
  • Verifies and track customer backorders.
  • Follow all ASM and Customer processes, e.g. RMA, FA, etc.
  • Ensures 100% accuracy on the mutually aligned and agreed upon billing amount to be invoiced.
• Generates and provides weekly/monthly reports for customer on time delivery.
• Work with Global Planners to ensure any stocking level adjustments that may be required to support customer demand.
• Other duties as assigned.