Customer Service Representative (Semiconductor)
Qnity Inc, Marlborough, Massachusetts, us, 01752
Are you looking to power the next leap in the exciting world of advanced electronics?
Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics.
At
Qnity
, we're more than a global leader in materials and solutions for advanced electronics and high-tech industries - we're a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.
Qnity has an opening for a Customer Service Representative located in Marlboro, MA.
This is hybrid role working onsite 3 days a week onsite.
RESPONSIBILITIES DESCRIPTION
A successful Customer Service Specialist (CSS) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The CSS has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.
The CSS interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSS to translate the customers' needs into information upon which the CSS, the business and other functions can make decisions and promptly act.
JOB QUALIFICATIONS?
Your key responsibilities will be/what you'll do:?
Customer Engagement and Order Management
Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices).
Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers; this may include consignment, bulk, or import/export shipments.
Support customers with their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&I
Build working relationships with commercial team partners to exceed customer expectations
Analyze customer ordering patterns to anticipate customer needs
Serve as a liaison with customers on administrative and technical matters (EDI/MyDuPont)
Respond to customer inquiries and complaints in a timely manner
Review daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, etc.)
Demonstrate flexibility/adaptability in a dynamic, fast-paced team environment
Quickly identify and own resolution of customer issues
Responsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representative
Make decisions for customers' return following a quality complaint within their assigned Delegation of Authority (DOA) limit
As part of the account team, relay all pertinent information gathered from the customer to the account manager (forecast, new project, changes in the organization.)
Business Processes
Work with Asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritization
Engage sales team on customer issues and requests, pricing, and approvals, followed by necessary actions to resolve
Coordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipments
Create and maintain customer profiles and other documentation in SharePoint or SAP
Identify areas for improvement and implement change to consistently strive for greater effectiveness and efficiency
Execute complex work processes through multiple systems and technology
Leverage multiple internal resources to optimize customer satisfaction with cost to serve objectives for the business
Work with Sales/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development and samples
Process new customer set up and changes to existing customer master data via MDG Database
Request new customer set up and changes to existing customer master data in MDG Database
Log into customer portals to review supplier releases
Quick learner, especially when it comes to IT systems
Controls and Compliance
Understand and support both internal and external audit requirements as it relates to customer service activities
Provide timely responses for all control & audit requests, including month-end order to cash processes
Engage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standards
Be the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaints
Responsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance
Requirements:?
Bachelor's degree preferred but not required
Minimum 2 years of Customer Service experience or equivalent
Proficiency in SAP R/3 or another ERP system
Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus
Join our Talent Community (https://careers.qnityelectronics.com/us/en/jointalentcommunity) to stay connected with us!
Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information (https://www.qnityelectronics.com/accessibility.html) .
Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page (https://careers.qnityelectronics.com/us/en/compensation-and-benefits-final) .
We use Artificial Intelligence (AI) to enhance our recruitment process.
The Pay range for this role is $20.10 - $31.59 Hourly
How Base Pay is Determined:
Qnity has job leveling frameworks that help organize roles based on progressive levels of responsibility, proficiency and qualifications. Each role has an associated pay range (or an established pay rate for some roles) based on the competitive market in each country where we operate. Each individual's pay is based on a variety of factors, including their role and the associated pay range for that role, their geographic location (i.e., country, state, metropolitan area), as well as their skills, experience, education and certifications, and performance.
Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics.
At
Qnity
, we're more than a global leader in materials and solutions for advanced electronics and high-tech industries - we're a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.
Qnity has an opening for a Customer Service Representative located in Marlboro, MA.
This is hybrid role working onsite 3 days a week onsite.
RESPONSIBILITIES DESCRIPTION
A successful Customer Service Specialist (CSS) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The CSS has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.
The CSS interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSS to translate the customers' needs into information upon which the CSS, the business and other functions can make decisions and promptly act.
JOB QUALIFICATIONS?
Your key responsibilities will be/what you'll do:?
Customer Engagement and Order Management
Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices).
Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers; this may include consignment, bulk, or import/export shipments.
Support customers with their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&I
Build working relationships with commercial team partners to exceed customer expectations
Analyze customer ordering patterns to anticipate customer needs
Serve as a liaison with customers on administrative and technical matters (EDI/MyDuPont)
Respond to customer inquiries and complaints in a timely manner
Review daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, etc.)
Demonstrate flexibility/adaptability in a dynamic, fast-paced team environment
Quickly identify and own resolution of customer issues
Responsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representative
Make decisions for customers' return following a quality complaint within their assigned Delegation of Authority (DOA) limit
As part of the account team, relay all pertinent information gathered from the customer to the account manager (forecast, new project, changes in the organization.)
Business Processes
Work with Asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritization
Engage sales team on customer issues and requests, pricing, and approvals, followed by necessary actions to resolve
Coordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipments
Create and maintain customer profiles and other documentation in SharePoint or SAP
Identify areas for improvement and implement change to consistently strive for greater effectiveness and efficiency
Execute complex work processes through multiple systems and technology
Leverage multiple internal resources to optimize customer satisfaction with cost to serve objectives for the business
Work with Sales/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development and samples
Process new customer set up and changes to existing customer master data via MDG Database
Request new customer set up and changes to existing customer master data in MDG Database
Log into customer portals to review supplier releases
Quick learner, especially when it comes to IT systems
Controls and Compliance
Understand and support both internal and external audit requirements as it relates to customer service activities
Provide timely responses for all control & audit requests, including month-end order to cash processes
Engage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standards
Be the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaints
Responsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance
Requirements:?
Bachelor's degree preferred but not required
Minimum 2 years of Customer Service experience or equivalent
Proficiency in SAP R/3 or another ERP system
Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus
Join our Talent Community (https://careers.qnityelectronics.com/us/en/jointalentcommunity) to stay connected with us!
Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information (https://www.qnityelectronics.com/accessibility.html) .
Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page (https://careers.qnityelectronics.com/us/en/compensation-and-benefits-final) .
We use Artificial Intelligence (AI) to enhance our recruitment process.
The Pay range for this role is $20.10 - $31.59 Hourly
How Base Pay is Determined:
Qnity has job leveling frameworks that help organize roles based on progressive levels of responsibility, proficiency and qualifications. Each role has an associated pay range (or an established pay rate for some roles) based on the competitive market in each country where we operate. Each individual's pay is based on a variety of factors, including their role and the associated pay range for that role, their geographic location (i.e., country, state, metropolitan area), as well as their skills, experience, education and certifications, and performance.