Sr. Customer Service Representative

WHO WE ARE

Together we are a world-class diversified manufacturer with a commitment from our team to proudly provide pure precision solutions to our customers, delivering superior quality, value, and service.

Ferrotec (USA) Corporation is a technology company with a worldwide presence in various end products, manufacturing systems, and industries serving primarily the semiconductor industry. We provide our customers with advanced materials, components, systems, and manufacturing solutions. Please visit www.ferrotec.com for a list of office locations.

HOW YOU MAKE AN IMPACT

Responsible for processing quotations, sales orders, bookings, releases, and shipments. Coordinates with other departments to resolve problems and communicate customer's requests. Requires excellent organization and communication skills, and the ability to work well with others. Duties and tasks may vary by business unit.

Reports to the Manager of Customer Service, Regional Sales Manager, or equivalent.

WHAT SUCCESS LOOKS LIKE

• Uses established procedures and works under minimal supervision.
• Updates or creates departmental procedures/work instructions as instructed by direct Supervisor/Manager.
• Answers customer inquiries directly while maintaining high customer satisfaction with courteous, efficient, and complete service and support.
• Initiates customer orders for changes, consignments, returned/repaired product, short shipments, and credits.
• Responds to customer inquiries for delivery and status updates.
• Enters sales orders into Oracle, or chosen MRP software package.
• Updates customer need and schedule ship dates, as required per department protocols.
• Participates with other customer service representatives to audit order entry in compliance with J-Sox requirements.
• Coordinates with other functions as necessary to ensure that customers receive the best service possible.
• Prepares support information to sales and engineering for sales orders and problem resolution.
• Exercises judgment within defined practices and procedures to determine appropriate action.
• Performs other related duties as assigned or requested.
• May expedite existing orders based on customer’s pull in request by communicating with appropriate Operations team members.
• May be required to monitor inventory consigned at customer location, make proper inventory accounting, order / schedule replacement material within management guidelines, and expedite as required to meet defined inventory levels.
• Services complex accounts and orders.
• Assists entry-level customer service representatives with challenging issues.
• Identifies areas for improvement and participates in the development of better operational processes.
• May arrange air and sea shipments with overseas factories based on customer requirements.
• May monitor customer’s portal site to identify requirements to pull in or push out orders.
• May work with major account consigned-inventory programs to ensure inventory and service levels are met.
• Plans, develops, and implements systems to ensure accurate, timely, and efficient customer service activity.
• Prepares, develops, or maintains various reports as requested by management.
• Mentors and assists in training entry-level and intermediate-level customer service representatives.
• Exercises discretion and judgment on a regular basis.
• Perform other related duties as may be reasonably assigned in the course of business.
• Achievement of objectives must include an over-riding commitment to quality that must permeate the areas of responsibility.
• Enable and Drive Change in the Organization.

Not a comprehensive list of duties. Duties may change without notice at management’s sole discretion

WHAT YOU NEED TO BE SUCCESSFUL

• High School Diploma or equivalent and 5-8 years' experience, or Associate’s degree in a related discipline or equivalent and 2-5 years' experience.

PREFERRED SKILLS:

• Experience with an ERP system, preferably Oracle.
• Familiarity with international variances in cultural and legal issues related to sales transactions.
• Bi-lingual language skills (Chinese/English or Japanese/English) are preferred and may be required in some business units.

PERKS OF JOINING OUR TEAM

With positive values, a productive atmosphere, and a commitment to excellence, Ferrotec encourages employees to maximize and realize their potential.

The salary range included in this job posting is relevant to applicants who reside or work in the Livermore, CA area only. Salary offers will depend on experience, knowledge, skills, education, and location. Actual salary may vary due to these and other factors.

Ferrotec is proud to offer a Competitive Benefits Package including Medical, Dental, Vision, Life & Disability, 401K Matching, Flexible Work Hours, Tuition Reimbursement, Leadership Development, Travel and Hotel Discounts, Paid Time Off, Sick & Wellness and Volunteer Time, Employee Recognition Program, Employee Engagement & Appreciation Events hosted throughout the year. Virtual Wellness Activities and Classes are available to all employees & family members and Much More!

We would love to get to know you better and you get to know us better! You can easily apply!

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.