Job Title: Specialist Customer Service - Order Management

About GlobalFoundries 

GlobalFoundries is a leading full-service semiconductor foundry providing a unique combination of design, development, and fabrication services to some of the world’s most inspired technology companies. With a global manufacturing footprint spanning three continents, GlobalFoundries makes possible the technologies and systems that transform industries and give customers the power to shape their markets. For more information, visit www.gf.com. 

Introduction:

The Customer Service Representative (CSR) will be responsible for order management and providing customer service to our clients in addition to providing internal support to the regional sales team. This role will be a key interface between Sales, Planning, Technical Support and Customer to ensure customers' requests related to orders and shipments are fulfilled to the best interest of the customers and the company.    

(KPIs: Accurate Order Entry with ZERO errors, Customer Satisfaction, Revenue Goal, AR, CRD, Backlog Management.) 

Job Responsibilities  

Customer Management

Developing and maintaining positive relationships with Customers and Channel Partners 

Supporting sales team to organize and take lead in customer teleconference and answering questions related to orders & shipments 

Taking ownership of customer issues and following problems through to resolution.  

Being the focal point of contact for B2B & Customer Portal related issues and questions 

Educating customers on GlobalFoundries business practices and available systems  

Revenue Management

Maximizing revenue via premium services fee collection and by preventing leakages 

Highlighting to the Sales Team about the PO gap and keeping them informed of the customer issues 

Order and Backlog Management

Entering specific information in Oracle, which may include purchase orders, pricing, quote, ship methods etc. 

Managing the customer's backlog in Oracle 

Working through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc.) across global sites to resolve Customer and Fab related issues   

Analyzing and managing on-time delivery for customer orders 

Processing and responding to customer expedite requests, pull-ins and inquiries with regards to supply 

Resolving production scheduling, shipping or invoicing problems; determining the validity of RMA claims, managing the outstanding AR issues, aged backlogs etc. 

Ensuring that GlobalFoundries policies, legal regulations and audit requirements are met and maintained 

Project Management 

Managing B2B projects for customers 

Initiating and participating in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence 

Performing all activities in a safe and responsible manner and supporting all Environmental, Health, Safety & Security requirements and programs 

Education: Bachelor’s / Master’s Degree 

Experience: Order Management / Supply Chain 

Years of Experience: 6+ years of relevant order management experience preferably in the Semiconductor industry 

Language: English (Exceptional in both written & verbal) 

Preferred Qualifications:

Exemplary communication skills (both written & verbal) 

Excellent customer relationship management skills 

Ability to own issues through closure 

Accuracy in order processing 

Attention to detail and ability to meet deadlines 

Flexibility to work in shifts 

Highly developed sense of integrity and commitment to work 

Ability to solve problems with logical thinking and analytical skills 

Project management skills 

Ability to work within a team environment and support each other 

Focused and self-motivated 

Working knowledge of MS Office, ERP & CRM tools (Excel, Oracle/SAP/SFDC) 

Knowledge of wafer fabrication process is a plus 

GlobalFoundries is an equal opportunity employer, cultivating a diverse and inclusive workforce. We believe having a multicultural workplace enhances productivity, efficiency and innovation whilst our employees feel truly respected, valued and heard.  

As an affirmative employer, all qualified applicants are considered for employment regardless of age, ethnicity, marital status, citizenship, race, religion, political affiliation, gender, sexual orientation and medical and/or physical abilities. 

All offers of employment with GlobalFoundries are conditioned upon the successful completion of background checks, medical screenings as applicable and subject to the respective local laws and regulations. 

To ensure that we maintain a safe and healthy workplace for our GlobalFoundries employees, please note that offered candidates who have applied for jobs in India will have to be fully vaccinated prior to their targeted start date. For new hires, the appointment is contingent upon the provision of a copy of their COVID-19 vaccination document, subject to any written request for medical or religious accommodation. 

Information about our benefits you can find here: https://gf.com/about-us/careers/opportunities-asia