Customer Service Representative (Semiconductor)
Qnity, Marlborough, MA, United States
Qnity
is a global leader in materials and solutions for advanced electronics. We are looking for a Customer Service Representative (CSR) to serve as the interface between customers and our business and deliver exceptional service through the order-to-cash process. The CSR will provide solutions to customers while managing operational needs and collaborating closely with functional partners such as Manufacturing, Marketing & Sales, Supply Chain, and finance to meet company objectives.
The CSR will work with supply chain planners, logistics teams, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. Responsibilities include responding to customer inquiries and complaints, issuing credit and debit memos, and monitoring sales orders flow through the order fulfillment process. This position also requires a thorough understanding of and active support for the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.
Core Responsibilities
Manage customer orders through CSR work processes and systems.
Handle all types of customer orders, including indent orders and service invoicing requests.
Support customers with coordination of returns, following Qnity’s Return Policies.
Maintain a thorough knowledge of the business’s products, applications, and service offerings.
Strengthen customer experience by building solid relationships, understanding customer needs, and gathering market intelligence.
Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
Participate weekly in meetings with the Supply Chain team to analyze possible material delays.
Identify and deliver value‑added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
Differentiating between customer requirements and Qnity capabilities to choose the best and cost-effective solution.
Support commercial strategies with Qnity customers across multiple businesses.
Provide backup coverage as necessary.
Establish and maintain relationships with the customers.
Respond to sales team inquiries such as prices, stock, and latest sales.
Requirements
Bachelor’s degree or equivalent is preferred.
Develop proficiency as a Customer Service Representative.
Proven ability to build and maintain strong customer relationships.
Adaptability to new conditions and personnel, exhibiting maturity to build customer confidence.
Identify areas for improvement and advocate for change management implementation.
Excellent interpersonal and written communication skills.
Strong office skills; Salesforce.com experience is a plus.
Knowledge of the Order to Cash transactions in SAP.
Intermediate to high-level Microsoft Excel proficiency (including Excel, PowerPoint, Word, and Power BI).
Demonstrated multitasking, project management, and ability to translate needs into workable implementation plans.
Demonstrated flexibility and adaptability in a dynamic, fast-paced team environment.
Logistics, operations, or manufacturing experience preferred.
Qnity offers a comprehensive pay and benefits package.
The pay range for this role is $20.10 - $31.59 hourly.
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.
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is a global leader in materials and solutions for advanced electronics. We are looking for a Customer Service Representative (CSR) to serve as the interface between customers and our business and deliver exceptional service through the order-to-cash process. The CSR will provide solutions to customers while managing operational needs and collaborating closely with functional partners such as Manufacturing, Marketing & Sales, Supply Chain, and finance to meet company objectives.
The CSR will work with supply chain planners, logistics teams, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. Responsibilities include responding to customer inquiries and complaints, issuing credit and debit memos, and monitoring sales orders flow through the order fulfillment process. This position also requires a thorough understanding of and active support for the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.
Core Responsibilities
Manage customer orders through CSR work processes and systems.
Handle all types of customer orders, including indent orders and service invoicing requests.
Support customers with coordination of returns, following Qnity’s Return Policies.
Maintain a thorough knowledge of the business’s products, applications, and service offerings.
Strengthen customer experience by building solid relationships, understanding customer needs, and gathering market intelligence.
Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
Participate weekly in meetings with the Supply Chain team to analyze possible material delays.
Identify and deliver value‑added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
Differentiating between customer requirements and Qnity capabilities to choose the best and cost-effective solution.
Support commercial strategies with Qnity customers across multiple businesses.
Provide backup coverage as necessary.
Establish and maintain relationships with the customers.
Respond to sales team inquiries such as prices, stock, and latest sales.
Requirements
Bachelor’s degree or equivalent is preferred.
Develop proficiency as a Customer Service Representative.
Proven ability to build and maintain strong customer relationships.
Adaptability to new conditions and personnel, exhibiting maturity to build customer confidence.
Identify areas for improvement and advocate for change management implementation.
Excellent interpersonal and written communication skills.
Strong office skills; Salesforce.com experience is a plus.
Knowledge of the Order to Cash transactions in SAP.
Intermediate to high-level Microsoft Excel proficiency (including Excel, PowerPoint, Word, and Power BI).
Demonstrated multitasking, project management, and ability to translate needs into workable implementation plans.
Demonstrated flexibility and adaptability in a dynamic, fast-paced team environment.
Logistics, operations, or manufacturing experience preferred.
Qnity offers a comprehensive pay and benefits package.
The pay range for this role is $20.10 - $31.59 hourly.
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.
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