Specialist Customer Service Executive - Order Management

Job Title: Specialist Customer Service - Order Management

About GlobalFoundries 

GlobalFoundries is a leading full-service semiconductor foundry providing a unique combination of design, development, and fabrication services to some of the world’s 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. For more information, visit www.gf.com. 

Introduction:

The Customer Service Representative (CSR) will be responsible for order management and providing customer service to our clients in addition to providing internal support to the regional sales team. This role will be a key interface between Sales, Planning, Technical Support and Customer to ensure customers' requests related to orders and shipments are fulfilled to the best interest of the customers and the company.    

(KPIs: Accurate Order Entry with ZERO errors, Customer Satisfaction, Revenue Goal, AR, CRD, Backlog Management.) 

Job Responsibilities  

Customer Management

• Developing and maintaining positive relationships with Customers and Channel Partners 

• Supporting sales team to organize and take lead in customer teleconference and answering questions related to orders & shipments 

• Taking ownership of customer issues and following problems through to resolution.  

• Being the focal point of contact for B2B & Customer Portal related issues and questions 

• Educating customers on GlobalFoundries business practices and available systems  

Revenue Management

• Maximizing revenue via premium services fee collection and by preventing leakages 

• Highlighting to the Sales Team about the PO gap and keeping them informed of the customer issues 

Order and Backlog Management

• Entering specific information in Oracle, which may include purchase orders, pricing, quote, ship methods etc. 

• Managing the customer's backlog in Oracle 

• Working through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc.) across global sites to resolve Customer and Fab related issues   

• Analyzing and managing on-time delivery for customer orders 

• Processing and responding to customer expedite requests, pull-ins and inquiries with regards to supply 

• Resolving production scheduling, shipping or invoicing problems; determining the validity of RMA claims, managing the outstanding AR issues, aged backlogs etc. 

• Ensuring that GlobalFoundries policies, legal regulations and audit requirements are met and maintained 

Project Management 

• Managing B2B projects for customers 

• Initiating and participating in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence 

• Performing all activities in a safe and responsible manner and supporting all Environmental, Health, Safety & Security requirements and programs 

Required Qualifications:

• Education: Bachelor’s / Master’s Degree 

• Experience: Order Management / Supply Chain 

• Years of Experience: 6+ years of relevant order management experience preferably in the Semiconductor industry 

• Language: English (Exceptional in both written & verbal) 

Preferred Qualifications:

• Exemplary communication skills (both written & verbal) 

• Excellent customer relationship management skills 

• Ability to own issues through closure 

• Accuracy in order processing 

• Attention to detail and ability to meet deadlines 

• Flexibility to work in shifts 

• Highly developed sense of integrity and commitment to work 

• Ability to solve problems with logical thinking and analytical skills 

• Project management skills 

• Ability to work within a team environment and support each other 

• Focused and self-motivated 

• Working knowledge of MS Office, ERP & CRM tools (Excel, Oracle/SAP/SFDC) 

• Knowledge of wafer fabrication process is a plus 

GlobalFoundries is an equal opportunity employer, cultivating a diverse and inclusive workforce. We believe having a multicultural workplace enhances productivity, efficiency and innovation whilst our employees feel truly respected, valued and heard.  

As an affirmative employer, all qualified applicants are considered for employment regardless of age, ethnicity, marital status, citizenship, race, religion, political affiliation, gender, sexual orientation and medical and/or physical abilities. 

All offers of employment with GlobalFoundries are conditioned upon the successful completion of background checks, medical screenings as applicable and subject to the respective local laws and regulations.