Lead,  Customer Service

<div class="content-intro"><p> </p> <p><strong>Step into a career with ASM, where cutting edge technology meets collaborative culture. </strong>​</p> <p>For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving. But we’re more than just a tech company. We value diversity, inclusion and sustainability as we strive to make a positive impact on the world. Our development programs help support your growth, shaping your future and pushing the boundaries of innovation to unleash potential. </p></div><p><strong>What you will be working on</strong></p> <ul> <li class="x_MsoListParagraph"><span lang="EN-US">Order Management & Fulfillment & Setup targets according to agreed SLAs and drive for achievements</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Lookahead Prevention on operation and escalations.</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Foresee demand and plan material delivery to support customer demand and propose / lead long term solution.</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Drive material readiness to deliver against Customer requirements</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Lead discussion /Proactive manage Internal /external customer, attend customer meetings as required by customer needs.</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Lead, present and drive customer interactions with effective outcomes in difficult customer situations.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Spares Ordering/Processing</span> <ul> <li class="x_MsoNormal"><span lang="EN-US">Urgent customer order expedites.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Consignment replenishment.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Verifies and tracks customer backorders.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Follow all ASM and Customer processes, e.g. RMA, FA, etc.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Ensures 100% accuracy on the mutually aligned and agreed upon billing amount to be invoiced, including processing of credits/debits.</span></li> </ul> </li> <li class="x_MsoNormal"><span lang="EN-US">Generates and provides weekly/monthly reports for customer on time delivery.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Work with Global Planners to ensure any stocking level adjustments that may be required to support customer demand.</span></li> <li class="x_MsoNormal"><span lang="EN-US">Other duties as assigned.</span></li> </ul> <p><strong>What we are looking for</strong></p> <ul> <li class="x_MsoListParagraph"><span lang="EN-US">5~10 years of customer service within a high-tech environment is preferrable or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved.</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Strong interpersonal communication (internal/ external), presentation skills and stakeholder management.</span></li> <li class="x_MsoListParagraph"><span lang="EN-US">Intermediate skills in SAP, Microsoft Excel, e.g. VLOOKUP, Pivot Tables, Macros