Customer Service Representative

Business Overview

MACDERMID ALPHA ELECTRONIC SOLUTIONS

MacDermid Alpha is a business unit of Element Solutions Inc (NYSE: ESI). Element Solutions Inc is a leading specialty chemicals company whose businesses supply a broad range of solutions that enhance the products people use every day.

Through the innovation of specialty chemicals and materials under our Alpha, Compugraphics, Electrolube, Kester, and MacDermid Enthone brands, MacDermid Alpha Electronics Solutions provides solutions that power electronics interconnection. We serve all global regions and every step of device manufacturing within each segment of the electronics supply chain. The experts in our Semiconductor Solutions, Circuitry Solutions, and Assembly Solutions divisions collaborate in design, implementation, and technical service to ensure success for our partner clients. Our solutions enable our customers’ manufacture of extraordinary electronic devices at high productivity and reduced cycle time.

 

SEMICONDUCTOR & ASSEMBLY SOLUTIONS (SAS)

As a global supplier to the semiconductor industry, we provide advanced copper interconnects, die attachment, wafer bump processes, solder technologies, fluxes, cleaners, and other attachment materials for the integrated circuit fabrication, semiconductor packaging, and electronic assembly industries. Our products touch nearly every facet of modern life and enable smart devices, phones, computers, electric vehicles, and more to function properly. SAS consists of three distinct business units (Circuit Board Assembly, Semiconductor Assembly, and Wafer Level Packaging) which are positioned to meet our customers’ ever-changing needs. We operate globally, employ over 2,500 employees, and represent a $1.2BN (and growing) business.

Job Purpose

Under the direction of the Customer Service Team Leader provide optimum customer service as required to maintain and enhance existing business. Respond to customers, sales, remote warehouses, and internal departments. Perform a variety of duties related to customer service in accordance with company policies and department ISO procedures. 

Job Responsibilities

• Professionally handle and process all communication from customers and sales, (i.e., order status, inventory levels, delivery tracking information, order changes, cancellations, and pricing, return and credit requests, and product pricing. Analyze requests and provide information requested or ascertain who within the organization can best provide the information and route the request to the appropriate personnel.
• Receive and process customers’ orders and perform ISO contract review to ensure compliance to customer requirements and documented ISO procedures.
• Maintain customer account information in SAP.
• Research and provide “Proof of Deliveries” (POD’S). (i.e., contact carrier dispatch-centers requesting POD’s.)
• Review and perform immediate short term corrective action in response to customer issues/complaints. immediate needs by (i.e., clarify the complaint; determining the cause of the issue; expedite correction action.
• Review the Open Order Report daily to identify potential failure in meeting the customers delivery requirements.
• Review Blocked Order Reports daily to identify potential failure in meeting the customers delivery requirements
• Maintain liaison with other departments to provide proactive service to meet customer requirements.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Perform other miscellaneous duties as assigned.

 

Requirements & Qualifications

• Associate’s degree in business preferred, or a minimum of a high school diploma required.
• Minimum of 5 years of Manufacturing Customer Service experience.
• SAP experience preferred but not required.
• Customer-service oriented. Must possess understanding that the primary function of customer service is customer satisfaction and must be motivated to go beyond normal job responsibilities to achieve it.

 

Skills

• Beginner/Intermediate Microsoft Office Suite skills.
• Excellent math skills and high accuracy.
• Team player with the ability to work effectively with others. Ability to logically organize and accurately document activities.
• Strong analytical/data-driven decision-making skills.

Relevant Industries

ChemicalsManufacturing

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nati