General Job Summary:
"One Stop Shop" for customers for any type of Services requests. This includes: Total Kit Management (TKM) Service Agreement Customers, On Demand Customers or Labor dispatch. Face of Applied Materials for 24x7 call center support. Responsible for resolving customer issue from beginning to end. Works with internal organizations to resolve customer request, including, but not limited to: Field engineer, Logistics, Order Fulfilment, Marketing, Sales and internal organization.
Key Responsibilities:
Day to day Responsibilities
Customer master data management
Role include executing new request or maintaining customer sold to, ship to or carrier information following customer onboarding process
Maintain appropriate reporting on all the request performed for CMD activities
Quality management
Review order defect from Order fulfilment Dashboard and ensure appropriate actions closed accordingly
Review order defect flagged via control tower/ On time delivery metric and ensure appropriate actions closed accordingly
Review order defect flagged via ship not bill report or by account receivables team
In the process of reviewing, ensure calibration with ops manager on potential process/knowledge gaps leading to defect reduction
Will be responsible in assisting with ticket and phone call quality reviews
Review and represent AMNA GCC for SOX compliant
Perform necessary document reviews and/or perform testing for audit related to CSR operation
Manage and maintain relevant process/documentation needed for CSR operations including but not limited to knowledge base, customer sold to sheet data or escalation matrix
Requirements:
- Strong communication skill - written and spoken (Ability to Use Positive Language)
- Knowledge of product or service
- Strong spoken and written English
- Additional language skill - for multiple region support SAP/CRM/ Supply chain process knowledge is a plus
Education Requirement:
- Bachelor degree OR equivalent working experience
- Master degree is a plus
- You will work a standard work week, but you will need to be comfortable meeting evening hours with APAC and EMEA teams as needed.
- Required to adhere to business, operation procedures and financial policy
- Often communicate to help team members solve problem
- Collaborate with other regions to drive change management at organization level
Qualifications
Education:
Non-Degree Program (inactive) (Inactive)
Skills:
Certifications:
Languages:
Years of Experience:
Up to 1 Year
Work Experience:
Additional Information
Time Type:
Full time
Employee Type:
Assignee / Regular
Travel:
Yes, 10% of the Time
Relocation Eligible:
No
U.S. Salary Range:
$64,000.00 - $88,000.00
The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.
For all sales roles, the posted salary range is the Target Total Cash (TTC) range for the role, which is the sum of base salary and target bonus amount at 100% goal achievement.
Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.
