Order Management Specialist
vor 11 Stunden
Job Summary
You will be responsible for the successful management of customer accounts for spare part contracts and repairs. Your primary goal will be to ensure timely completion of all activities related to spares contracts, accurate billing, and reconciliation. You will work closely with various teams, including local Operations, Customer Service, Order Fulfillment, Planning, Purchasing, Marketing, Logistics, Finance, and Sales.
Key Responsibilities
Order Management
- Provide customer and contract repair support
- Manage consignment and backlog
- Follow up on critical orders and downs
- Handle invoice and billing queries
- Ensure customer ERP data integrity and pricing data alignment
Customer and Account Team Support
- Act as the primary contact for customers regarding spares operational issues and escalation management
- Provide pre-sales support
- Publish reports
- Manage escalations from internal customers
- Follow up on KPIs to meet customer requirements
Billing
- Manage billing for FPM and customer accounts
- Ensure timely completion of billing and reconciliation tasks between Applied Materials and customers
- Resolve customer inquiries and disputes with collaboration from local Customer Service and Sales teams
Inventory Management
- Ensure 100% alignment between customer and Applied Materials systems for quarterly book-to-book and yearly physical inventory
Reverse Logistics
- Process all reverse supply chain and failure analysis
Your Profile
- Commercial Education, Bachelor or Master degree with a minimum of 5 years of working experience in customer service
- Fluent in both French and English, with an additional language being a plus
- Strong customer focus, empathy, active listening, and patience to build positive relationships with customers
- Strong communication skills, curiosity, team spirit, analytical, and problem-solving skills, and rigor
- Good analytical skills
- Knowledge of supply chain processes and overall spares and services business processes would be appreciated
- Semiconductor experience is a plus
- Project management experience is a plus
- SAP/CRM experience is a plus
Technical Competencies
- Knowledge of computer and Microsoft Office products
- Good Excel knowledge (Pivots, VLOOKUPs, Charts, etc.)
- MS Outlook
- MS PowerPoint
- SAP
-
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