Senior Specialist I, Customer Service

About the role

The CKM Operations Specialist serves as the key account to drive CKM HVM end-to-end kits operations — from SAP order fulfillment to cross‑functional department coordination — ensuring on‑time tool PM execution and high customer satisfaction.

Responsibilities

• Create tracking reports to monitor the status of customer kits, repairs, RMAs, and service requests processing
• Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand
• Ensure accurate PM activity reporting and data sharing with internal teams, external vendors, and customers
• Create and maintain accurate Sales Orders and Reports within SAP
• Coordinate with planner/logistics team to resolve kits‑level discrepancies between physical and system inventory records
• Collaborate with business development and account teams to align on customer service level agreements for spares and execute processes accordingly
• Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution
• Independently facilitate cross‑regional meetings to ensure alignment on global operation goals
• Proactively escalate and follow up on customer requests via phone & email to ensure timely resolution
• Cultivate a deep understanding of customer requirements and build strong customer relationships

Requirements

• 6‑10 years of customer service experience in a high‑tech environment (or equivalent combination of education and experience)
• Bachelor’s or master’s degree in supply chain, Business, or a related field
• 6–10 years of experience in customer service, order fulfillment, material planning, or supply chain

Qualifications

• Experience in end‑to‑end CKM kit management and allocation is preferred
• Knowledge of supply chain, inventory management, or customer operations
• Project management experience

Skills

• Structured and collaborative problem‑solving skills leveraging analytics
• Experience working with SAP and Microsoft Office (Excel, Word, PowerPoint)
• Excellent communication skills, including professional English proficiency (written and spoken) to support global collaboration