Specialist, Customer Service, TSMC

THE ROLE

Entegris is seeking a Customer Service Specialist to support Entegris’ customers. This person will need to be based in Arizona but will work remotely. This role independently manages complex customer issues, interprets company policies, and collaborates cross-functionally to ensure customer requirements are met while supporting operational and financial objectives. The position exercises discretion and independent judgment on matters of significance related to customer experience, order fulfillment, and process improvement. 

The ability to speak and understand Mandarin is strongly preferred for this role.

WHAT YOU'LL DO

Customer Issue Management & Resolution 

• Independently analyze customer orders and non‑routine requests, interpret customer intent and internal business requirements, evaluate operational and compliance implications, and translate approved business requirements into SAP and Entegris processes to support accurate fulfillment and business objectives. 

• Serve as the primary point of contact for assigned customers, independently managing non‑routine issues, evaluating competing priorities, and determining appropriate courses of action to meet customer and business requirements. 

• Identify and monitor shipping and billing holds, account discrepancies, or service risks and take corrective action within assigned authority 

• Resolve accounts receivable issues by interpreting policy and coordinating with Finance 

• Assess competing customer requirements and determine which customer commitments should take precedence based on business impact, operational constraints, and strategic considerations 

Order & Account Oversight 

• Develop and review customer quotations and deliver accurate pricing and terms 

• Review and evaluate customer purchase orders for alignment with compliance requirements, exercise judgment to resolve discrepancies or determine appropriate corrective actions and authorize SAP entry in accordance with company policies. 

• Analyze consignment inventory usage trends and demand forecasts, evaluate customer and operational requirements, and develop replenishment and min/max recommendations to balance customer service, inventory risk, and business objectives. 

Policy Interpretation & Business Judgment 

• Interpret and apply company policies to unique customer situations 

• Recommend policy or process changes to better meet customer and business requirements 

• Approve exceptions or escalations within defined guidelines 

Cross-Functional Collaboration 

• Partner with Production, Logistics, Quality, Finance, and Compliance teams to address critical customer requirements