CUSTOMER SUPPORT SPEC III

About the role

The Customer Support Specialist III position at Yokogawa provides advanced order management, customer support, and issue resolution for Industrial Automation Product Family (IAPF) and/or Test & Measurement (T&M) products across YCA's territory. This role serves as a critical link between customers, channel partners, sales teams, and internal functional departments to ensure seamless order management, accurate execution, and on-time delivery.

Responsibilities

• Facilitate end-to-end order management support for Yokogawa channel partners, customers, and BPO partners to ensure orders are entered, validated, and released accurately and on time.
• Manage and resolve a targeted volume of daily customer and order-related cases, including complex and escalated issues.
• Perform detailed purchase order (PO) review and validation to ensure completeness, accuracy, and alignment with quotations, contracts, and system requirements.
• Cook up and validate order information with customers, channel partners, sales, and internal teams to obtain missing or unclear order information.
• Execute full order lifecycle activities including quotations, order entry, order changes, cancellations, returns, and expediting.
• Act as the primary point of contact for customer and channel partner support, ensuring consistent communication, expectation setting, and issue resolution.
• Proactively monitor and manage past due orders, supply constraints, and delivery risks; communicate status updates and recovery plans to stakeholders.
• Coordinate order scheduling and delivery commitments, including lead time negotiations with manufacturing, production control, and suppliers.
• Support customer master data maintenance, including onboarding new customers and coordinating with accounting and compliance for required documentation.
• Enter and maintain accurate order data in SAP (Product Sales Module) to ensure data integrity and proper downstream processing.
• Collaborate cross-functionally with Engineering, PMK, Manufacturing, Logistics, and Sales to resolve technical, configuration, and fulfillment issues.
• Support export compliance activities, including validation of End User Statements, controlled goods requirements, and international order documentation.
• Aid in trade-in processes, special orders, and non-standard transactions to ensure proper approvals and execution.
• Participate in root cause analysis and continuous improvement initiatives related to order errors, delays, and customer complaints.
• Identify process gaps and recommend improvements to enhance efficiency, accuracy, and customer experience.
• Provide reporting, updates, and insights to management and sales teams to support decision-making and improve service levels.
• Take full ownership of assigned cases and orders, ensuring timely resolution and follow-through.
• Demonstrate the ability to understand and communicate technical product information with internal stakeholders.
• Support training and guidance for newer team members or BPO partners as needed.
• Perform other duties as assigned.

Core Competencies

• Must be team-oriented and dedicated to total customer satisfaction.
• Requires strong ownership, accountability, and the ability to manage multiple priorities in a fast-paced environment.
• Must be highly organized, adaptable to change, and capable of working with limited supervision.
• Highly organized and detail-oriented with strong organizational skills to support customer satisfaction and operational excellence.

Requirements

• Strong knowledge of order management processes and systems.
• Ability to manage complex customers, Business Process Outsourcing (BPO) partner, and channel partner interactions.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Proficiency in Microsoft Office (Excel, Word, Teams, Outlook) and SAP.
• Ability to work cross-functionally with multiple departments.

Specifications

• Education: High School Diploma or equivalent, two-year technical degree and/or three to five years of equivalent experience.
• Experience/Qualifications: Preferred three to five (5) years of experience in a manufacturing or distribution environment, including experience in customer service, order management, or order entry. Working knowledge of SAP preferred.