Customer Support Representative

ABOUT ADVANCED ENERGY                    

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. With engineering know-how and responsive service and support around the globe, the company builds collaborative partnerships to meet technology advances, propel growth for its customers and innovate the future of power. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

 

POSITION SUMMARY:                                  

The Customer Support Representative is a critical member of the Account Support Management Team. Working with the Regional Sales Manager (RSM) and the Sales Team this position is responsible for coordinating the Inside Sales activities to ensure the highest level of customer service is provided to the assigned account(s). Provides the RSM with a regular update of the account’s performance compared to plan.

 

RESPONSIBILITIES:

• Providing a high standard of customer service with each account partner
  • Managing product availability - responsibility for continuous inventory support to customers
  • Providing information to the weekly reviews with account team on product availability for direct or hub customers.
  • Managing customer costs, including assessment of airfreight or premium charges, as needed.
  • Maintaining an excellent working relationship with appropriate factory contacts at all levels.
  • Acting as a point of escalation for the account team when schedules are compromised, or information is needed.
  • Resolving all conflicting information received from account team in a timely manner.
  • Understanding the terms and conditions of the AE/Global Account.

 

• Maintaining the highest level of customer data integrity in the Company’s databases and providing accurate and timely customer account information as required.
  • Sales forecasting – supporting accuracy of the assigned accounts.
  • Using customer relationships, historical knowledge as well as current business trends to understand customer forecast and translate their demand into a realistic requirement.
  • Updating any forecast changes with the demand team as they occur.
  • Accurate customer pricing – working with the Account Manager / Marketing to ensure accurate pricing is loaded correctly in the system in a timely manner.
  • Assisting Sales to keep SFDC data current.
  • Support Customer Reporting Requirements.
• Provide accurate data to create/change Customer Master Data.
• Assisting the New Product teams by ensuring development POs are received, processed and billed in a timely manner.
• Supporting the Company’s business goals for global account revenue, inventory turns and cash collection.
• Supporting end of life (EOL) activities to minimize obsolete inventory.
• Developing a strong working relationship with the customer team.
• Initiating customer meetings to discuss forecast vs. order coverage, hub pulls or increases/decreases in demand.
  • Working closely with the Customer Interface1 and Sales Team on all aspects of sustaining business to ensure customer satisfaction and meeting sales goals.
• Maintaining timely and open communication with the customer and colleagues.

 

EXPERIENCE:                                              

• 4 or more years of related experience providing customer service to semiconductor or industrial accounts
• Ability to conduct meetings and manage customer meetings
• Very good knowledge of SAP and/or Oracle ERP and SFDC preferred.
• Strong organizational skills, a proactive personality, and an ability to work independently.
• Displays ability to communicate at all levels across the business.
• Proficiency in Microsoft Office.
• Fluency in written and spoken English.                                                                            

 

COMPENSATION:                            

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting.  Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location.  The range of starting pay for this role is $50,000 to $90,000 per year.   

 

BENEFITS:

As part of our tota