Order Management Specialist

Applied Materials, an American multi-international company with headquarters in Santa Clara, is a leading provider of innovative semiconductor, display and solar-photovoltaic processing equipment’s.

Our daily actions are oriented towards customer support from the sale of the equipment, the implementation of the process and the maintenance service to ensure maximum productivity of the installed equipment.

Applied Materials is driven by key values of commitment, trust and respect in order to meet the technical expectations of our customers and make tomorrow’s technologies possible.

The order management specialist will be responsible mainly for the Central Europe Accounts to support Consignment Spares, Repairs and TKM Billing. This is a support function, to improve our spare parts efficiency.

General Job Summary:

You will be responsible for the successful management of customer account for spare part contracts and repairs. You will ensure timely completion of all activities related to spares contract, accurate billing, and reconciliation. You work on a regular basis with local Operation (Applied Materials customer service), Customer, Order fulfillment, Customer service representative, Planning, Purchasing, Marketing, Logistics, Finance, Sales.

Key Responsibilities

Order Management:

• Customer and Contract repair support
• Consignment management
• Backlog management
• Critical orders & Downs follow-up
• Invoice & billing queries
• Customer ERP data integrity alignment
• Customer pricing data alignment

Customer and Account team support:

• Frontline primary contact to customers regarding Spares operational issues and escalation management
• Pre-Sales support
• Publishing reports
• Managing escalations from internal customer (Account team)
• Follow-up of KPIs to meet customer requirements
• Attend meetings to address any customer specific issues or support process standardization discussions/Customer specific issues. Always ensure consistent adherence to processes documented.

Billing:

• Manage billing for FPM and customer accounts. Ensures all billing and reconciliation tasks between Applied Materials and customer is completed on time (monthly + weekly pre-reconciliation).
• Ensure Ship Not Billed activity/billing aging is minimum. If discrepancy is discovered, you will be responsible for working with relevant internal/external party to resolve.
• Responsible to manage and resolve customer inquiries/dispute with collaboration with local Customer service team and Sales team

Inventory Management:

• Ensure 100% alignment between customer and Applied Materials system
• Quarterly Book to Book
• Yearly Physical inventory

Reverse Logistics:

• Process all reverse supply chain and failure analysis

Your profile:

• Commercial Education, Bachelor or Master degree with minimum 5 years working experience in customer service
• Fluent in English, an additional language would be a plus
• Strong customer focus, empathy, active listening, patience in order to build positive relationships with customers
• Strong communication skill, curious, team spirit, analytical and problem-solving skills, rigor
• Good analytical skills
• Knowledge of supply chain processes, overall spares & services business processes would be appreciated.
• Semiconductor experience is a plus
• Project management experience is a plus
• SAP/CRM experience is a plus

TECHNICAL COMPETENCIES

• Knowledge of computer and Microsoft office product
• Good Excel knowledge (Pivots, VLOOKUP’s, Charts etc.)
• MS Outlook
• MS PowerPoint
• SAP

Qualifications

Education:

Associate’s Degree

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

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. 

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