Job Summary
You will be responsible for the successful management of customer account for spare part contracts and repairs. You will ensure timely completion of all activities related to spares contract, accurate billing, and reconciliation. You work on a regular basis with local Operation (Applied Materials customer service), Customer, Order fulfillment, Customer service representative, Planning, Purchasing, Marketing, Logistics, Finance, Sales.
Key Responsibilities
Order Management :
- Customer and Contract repair support
- Consignment management
- Backlog management
- Critical orders & Downs follow-up
- Invoice & billing queries
- Customer ERP data integrity alignment
- Customer pricing data alignment
Customer and Account team support :
Frontline primary contact to customers regarding Spares operational issues and escalation managementPre-Sales supportPublishing reportsManaging escalations from internal customer (Account team)Follow-up of KPIs to meet customer requirementsAttend meetings to address any customer specific issues or support process standardization discussions / Customer specific issues. Always ensure consistent adherence to processes documented.Billing :
Manage billing for FPM and customer accounts. Ensures all billing and reconciliation tasks between Applied Materials and customer is completed on time (monthly + weekly pre-reconciliation).Ensure Ship Not Billed activity / billing aging is minimum. If discrepancy is discovered, you will be responsible for working with relevant internal / external party to resolve.Responsible to manage and resolve customer inquiries / dispute with collaboration with local Customer service team and Sales teamInventory Management :
Ensure 100% alignment between customer and Applied Materials system Quarterly Book to BookYearly Physical inventoryReverse Logistics :
Process all reverse supply chain and failure analysisYour profile :
Commercial Education, Bachelor or Master degree with minimum 5 years working experience in customer serviceFluent in both French and English, an additional language would be a plusStrong customer focus, empathy, active listening, patience in order to build positive relationships with customersStrong communication skill, curious, team spirit, analytical and problem-solving skills, rigorGood analytical skillsKnowledge of supply chain processes, overall spares & services business processes would be appreciated.Semiconductor experience is a plusProject management experience is a plusSAP / CRM experience is a plusTECHNICAL COMPETENCIES
Knowledge of computer and Microsoft office productGood Excel knowledge (Pivots, VLOOKUP’s, Charts etc.)MS OutlookMS PowerPointQualifications
Education : Associate's Degree
Skills : Certifications :
Languages :
Years of Experience :
1 - 2 Years
Work Experience :
Additional Information
Time Type : Full time
Employee Type : Assignee / Regular
Travel : Yes, 10% of the Time
Relocation Eligible :
