Specialist, Customer Service

Job Title:

Specialist, Customer Service

Job Description:

About the Role 

Entegris is seeking a Customer Service Specialist to support and strengthen relationships with our customers. This role serves as a key point of contact for complex customer needs, working with internal teams to resolve issues, clarify policies, and ensure a smooth order fulfillment experience. The Customer Service Specialist applies sound judgment and initiative in daytoday decision-making, balancing customer expectations with operational priorities and business goals. The position also contributes to continuous improvement efforts that enhance the overall customer experience. 

 

Key Responsibilities 

Customer Issue Management & Resolution 

• Independently analyze customer orders and nonroutine 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 nonroutine 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 Judgement 

• 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 

• Balance customer needs with operational, regulatory, and financial considerations 

• Be the voice of the customer in internal alignment discussions 

 

Quality, Returns & Risk Management 

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