Location: Portland,OR, USA
Siltronic is one of the world's leading manufacturers of highly specialized hyper pure silicon wafers. Being an international market player, we serve the semiconductor industry worldwide and partner with many leading chip manufacturers. Our global production network in Asia, Europe, and the USA includes today's most advanced plants for 200mm and 300mm wafers. We provide a competitive benefits package including medical, dental, and vision insurance, 401k matching, educational assistance, and a quarterly success sharing bonus program.
Seeking a Customer Service Representative II (Hybrid Position)
We are seeking a dedicated SCC Customer Service Representative to join our team. This role involves making critical decisions on a daily basis, such as directing fabs on part prioritization, determining VMI schedules to maintain inventory levels, and deciding on shipment methods to meet customer delivery requirements. The representative will also contact customers regarding specifications, orders, and shipments, forecast short-term customer requirements, and handle sales situations in the absence of primary personnel. Additionally, the role includes proposing improvements, balancing SCC and sales work, prioritizing daily tasks, filtering Level 2 SAP issues, and supporting the implementation of new procedures. This position is crucial for maintaining impeccable customer service and ensuring all customer requirements are satisfied.
The SCC Customer Service Representative will handle order entry system tasks, non-system tasks, and sales-specific tasks. System-related duties (65% of workload) include managing inquiries, quotations, global prices, qualifications, special label requirements, forecasts, orders, customer claims and returns, VMI requirements, purchase orders, shipment tracking, updating PSI and market data, generating reports, and monitoring ITP orders. CSR 2s also perform VMI calculations, maintain customer master data, control foreign orders, provide SAP support, and act as system administrator backups.
Non-system tasks (20% of workload) involve maintaining customer requirements, directing fab prioritization, coordinating shipments, mentoring new CSRs, initiating process changes, organizing returns and credits, coordinating with foreign CSRs, implementing best practices, documenting customer requirements, facilitating satisfaction surveys, acting as a liaison for ITP processes, providing SAP support, driving special projects, and participating in audits and visits. The role includes regular conference calls, cross-training, enhancing business processes, gathering new customer requirements, supporting regional CSRs, maintaining procedures, and completing special projects.
Sales-related tasks (15% of workload) include being the primary contact for small customers, acting as deputy for medium-sized accounts, interacting with medium and large customers, filling in for account managers, assisting sales with presentations and audits, relaying SCC information, monitoring overdue accounts (Europe and Asia), and maintaining the sales office environment. Employees are expected to participate in special projects, cooperate with team members, and perform other duties as assigned.
Position Requirements:
Requires an Associate's degree or equivalent- with 2-4 years of customer service field experience for a manufacturing environment. Experience with Microsoft office products (Word, Excel, PowerPoint, or other similar software). Intermediate SAP knowledge with experience in sales and distribution modules. You must have knowledge of silicon products, strong customer service skills, possess training and mentoring skills.
To ensure a safe work environment while meeting the physical demands of the job, you must be able to perform the following tasks:
* Ability to sit, stand, walk
* Ability to use office equipment, phones, laptop effectively for various amounts of time throughout the day
Benefits and Compensation
* 120 hours vacation
* 10 Paid Holidays
* 60 hours of sick time
* Medical / Dental / Vision
* Health Savings Account Option
* Long Term Disability
* Parental Leave
* Paid Leave Oregon
* Life Insurance
* Supplemental Life Insurance
* Educational Assistance
* Employee Assistance Program
* Financial Wellness Assistance
* Legal Insurance
* Quarterly Success Share Bonus
* Referral Program
* Retirement Plan Options, up to 5% Match
* Sponsored Wellness Programs & Challenges
* Subsidize Public Transportation Pass