Specialist Customer Service - Order Management

Job Responsibilities  

Customer Management

• Developing and maintaining positive relationships with Customers and Channel Partners 
• Supporting sales team to organize and take lead in customer teleconference and answering questions related to orders & shipments 
• Taking ownership of customer issues and following problems through to resolution.  
• Being the focal point of contact for B2B & Customer Portal related issues and questions 
• Educating customers on Global Foundries business practices and available systems  

Revenue Management

• Maximizing revenue via premium services fee collection and by preventing leakages 
• Highlighting to the Sales Team about the PO gap and keeping them informed of the customer issues 

Order and Backlog Management

• Entering specific information in Oracle, which may include purchase orders, pricing, quote, ship methods etc. 
• Managing the customer's backlog in Oracle 
• Working through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc.) across global sites to resolve Customer and Fab related issues   
• Analyzing and managing on-time delivery for customer orders 
• Processing and responding to customer expedite requests, pull-ins and inquiries with regards to supply 
• Resolving production scheduling, shipping or invoicing problems; determining the validity of RMA claims, managing the outstanding AR issues, aged backlogs etc. 
• Ensuring that GlobalFoundries policies, legal regulations and audit requirements are met and maintained 

Project Management 

• Managing B2B projects for customers 
• Initiating and participating in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence 
• Performing all activities in a safe and responsible manner and supporting all Environmental, Health, Safety & Security requirements and programs 

Required Qualifications:

• Education: Bachelor's / Master's Degree 
• Experience: Order Management / Supply Chain 
• Years of Experience: 6+ years of relevant order management experience preferably in the Semiconductor industry 
• Language: English (Exceptional in both written & verbal) 
• Chinese Speaking preferred