Customer Service Representative

Work Your Magic with us! Start your next chapter and join EMD Electronics.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Everything we do in EMD Electronics is to help us deliver on our purpose of being the company behind the companies, advancing digital living. We are dedicated to being the trusted supplier of high-tech materials, services and specialty chemicals for the electronics, automotive and cosmetics industries. We foster a global collaborative organization made up of individuals who have the passion to win, obsess about the customer, are relentlessly curious and act with urgency. Together, we push the boundaries of science to make more possible for our customers.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.
 

Your Role:

This position serves as the primary customer interface for order management and issue resolution. The role supports the business by providing high-quality service, meeting customer requests, and ensuring overall customer satisfaction. Also, will align with the goals and vision of each strategic business unit while delivering customer-focused service to help position the organization as a leading and responsive supplier in the electronics industry. Specific responsibilities include:  

• Coordinate and execute customer service activities, including order management, customer communications, complaint resolution, and special handling tasks, while maintaining high levels of customer satisfaction and ensuring strict adherence to internal processes and procedures in a dynamic business environment.
• Ensure compliance with global, business, and departmental processes, procedures, and practices, including Basic Safety Process, Product Stewardship, regulatory requirements, and SOX standards. Manage accurate pricing in sales orders to ensure alignment with business rules and SOX compliance.
• Oversee all customer communications, including emails, phone calls, website interactions, faxes, and other customer-specific needs. Manage customer service activities through the SAP system and other business applications and processes.
• Manage the timely execution of customer orders and resolution of complaints, following up on outstanding issues as needed. Build and maintain strong customer relationships through responsive and proactive service.
• Manage vendor-managed inventory for order replenishment, including forecasts, replenishment orders, stock reconciliation, and other special business requests. Create deliveries and execute goods issuance for consignment transactions. Coordinate with supply chain teams and carriers to ensure timely delivery to customers.
• Manage special handling tasks for electronic customers, including consignment activities, blanket purchase order management, customer website transactions, data bundles, and self-billing. Set up AP Direct customer accounts and oversee RightNow queues. Maintain customer service documentation, including job aids, work instructions, and account-specific activities.
• Collaborate effectively with cross-functional and support teams, including Sales, Sales Support, Supply Chain, Quality, and Market Management. Liaise with local supply chain teams to ensure accurate and timely delivery of goods.
• Provide technical support to customers for iPhone and ACT applications related to consignment. Assist with new tools, including MOBY/PACT error logs, and manage automated data bundles for custom certificates of analysis. Support testing and deployment of new system enhancements in the Power User role.
• Prepare debit and credit memos and perform holding adjustments as needed, coordinating with the billing team. Create workbooks for master data changes and support Special Tracking Services for customers requesting margin-enhancing services. Manage the prepayment process and collaborate with the credit and collections team.
• Ensure compliance with export regulations and related documentation. Collaborate with freight forwarders to confirm timely delivery of customer shipments. Coordinate customer returns, including full, empty,