Lead, Customer Service

Job description

Step into a career with ASM, where cutting edge technology meets collaborative culture. ​ For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving. But we’re more than just a tech company. We value diversity, inclusion and sustainability as we strive to make a positive impact on the world. Our development programs help support your growth, shaping your future and pushing the boundaries of innovation to unleash potential. What you will be working on Order Management & Fulfillment & Setup targets according to agreed SLAs and drive for achievements Lookahead Prevention on operation and escalations. Foresee demand and plan material delivery to support customer demand and propose / lead long term solution. Drive material readiness to deliver against Customer requirements Lead discussion /Proactive manage Internal /external customer, attend customer meetings as required by customer needs. Lead, present and drive customer interactions with effective outcomes in difficult customer situations. Spares Ordering/Processing Urgent customer order expedites. Consignment replenishment. Verifies and tracks customer backorders. Follow all ASM and Customer processes, e.g. RMA, FA, etc. Ensures 100% accuracy on the mutually aligned and agreed upon billing amount to be invoiced, including processing of credits/debits. Generates and provides weekly/monthly reports for customer on time delivery. Work with Global Planners to ensure any stocking level adjustments that may be required to support customer demand. Other duties as assigned. What we are looking for 5~10 years of customer service within a high-tech environment is preferrable or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved. Strong interpersonal communication (internal/ external), presentation skills and stakeholder management. Intermediate skills in SAP, Microsoft Excel, e.g. VLOOKUP, Pivot Tables, Macros, etc. Demonstrated experience in Sales & Distribution and/or Materials Management. Comprehension of Customer Service processes, e.g. order management, inventory reconciliations, and invoicing. Must have high “sense of urgency” and “know how” for escalation to proper stakeho