Customer Service Representative II

About the role

We are seeking a dedicated Customer Service Representative II to join our team. This role involves making critical decisions on a daily basis, such as directing fabs on part prioritization, determining VMI schedules to maintain inventory levels, and deciding on shipment methods to meet customer delivery requirements. The representative will also contact customers regarding specifications, orders, and shipments, forecast short-term customer requirements, and handle sales situations in the absence of primary personnel. Additionally, the role includes proposing improvements, balancing SCC and sales work, prioritizing daily tasks, filtering Level 2 SAP issues, and supporting the implementation of new procedures.

Responsibilities

• Manage customer inquiries, quotations, global pricing, and product qualifications
• Process sales orders, forecasts, purchase orders, and shipment tracking activities
• Handle customer claims, returns, and special labeling requirements
• Maintain and update PSI data and market information; generate reports as needed
• Monitor ITP orders and support VMI programs, including performing VMI calculations
• Maintain accurate customer master data and control foreign orders
• Provide SAP system support and serve as backup system administrator
• Manage customer requirements and specifications
• Coordinate shipment activities and direct fab prioritization as needed
• Support onboarding and mentoring of new Customer Service Representatives
• Initiate and implement process improvements and best practices
• Cross-coordinate returns, credits, and cross-site activities with global CSR teams
• Facilitate customer satisfaction surveys and support audit/visit preparation
• Participate in conference calls, cross-training, and business process enhancements
• Support regional CSR teams, maintain procedures, and complete special projects
• Serve as primary contact for small customer accounts
• Interface with medium and large customers to support account needs
• Aid Account Managers with presentations, audits, and customer communications
• Relay SCC updates and information to customers and internal stakeholders
• Monitor and follow up on overdue accounts (Europe and Asia regions)
• Support overall sales office operations and environment

Requirements

• Requires an Associate’s degree or equivalent with 2-4 years of customer service field experience for a manufacturing environment
• Experience with Microsoft office products (Word, Excel, PowerPoint, or other similar software)
• Intermediate SAP knowledge with experience in sales and distribution modules
• Knowledge of silicon products, strong customer service skills, and training and mentoring skills

Qualifications

• Ability to sit, stand, walk
• Use office equipment, phones, laptop effectively for various amounts of time throughout the day

Benefits and Compensation

• 120 hours vacation
• 10 Paid Holidays
• 60 hours of sick time
• Medical / Dental / Vision
• Health Savings Account Option
• Long Term Disability
• Parental Leave
• Paid Leave
• Oregon Life Insurance
• Supplemental Life Insurance
• Educational Assistance
• Employee Assistance Program
• Financial Wellness Assistance
• Legal Insurance
• Quarterly Success Share Bonus
• Referral Program
• Retail Plan Options, up to 5% Match
• Sponsored Wellness Programs & Challenges
• Subsidize Public Transportation Pass