Customer Relations Specialist

2 weeks ago

Neshanic Station, United States Air Liquide Full time

The science of electronics is transforming exponentially through innovation and connectivity around the planet. Every day, breakthroughs are making technologies - from micro-processors, memory chips and flat panels to photovoltaic cells - even smaller and more powerful, opening up countless new possibilities in how the world lives, works and connects. Air Liquide Advanced Materials grows by enabling our customers to innovate. Our ALOHA™ and Voltaix® products are critical to the manufacturer of the newest computer chips required for Big Data and the Internet of Things.How will you CONTRIBUTE and GROW?As a Customer Relations Specialist, you are responsible for independently managing orders and follow up communications with assigned customers. This is a critical role for ALAM's primary goal of reaching highest customer satisfaction with scope of: promising delivery date in a capacity constrained environment and fast pace industry by evaluating:Current customer stock, forecast, lead times to different Fab locations and priorities, Our manufacturing capacity and lead times are met by proactively working with various teams to gather information Responding to customer pricing quotations with feedback from product management, sales and asset management teams.when needed following up with different manufacturing sites all across the globe and logistics for on time order fulfillment.When needed following up with customers to return canister/cylinders in agreed upon timeframe so that the canisters can be filled on time and shipped back to customers Manage customer orders in SAP system, Become fluent and be able to effectively manage customer expectations in case of any expediting/special requests as well as in product shortage situations.This will require working with cross functional teams to be able to provide an accurate date for the product to arrive.Ability to gather data to provide options to customers in order to get the product requested, when request, or provide alternative solutionsThis role is responsible for ensuring ALAM advance materials requirements are met as well as cylinder/canister purchases/rental requirements are maintained as outlined in agreements. As the scope covers global customers and coordination with sites in different continents, flexibility in working hours is a must.Responsibilities include but are not limited to: Full order management and fulfillment for advance materials as well as cylinder/canister purchases/rental for a group of major accounts.Engage with customers to provide price quotations for advanced materials as well as canister/cylinder purchase/rental. For new products and assets, one needs to follow up with product management, field sales and asset management teams to get pricing and lead time information. Manage returned goods process for both advanced material as well as assets such as canisters/cylinderswork with customer and internal stakeholders to propose resolutions in the event an order delay or a deviation from the original order needs Manage quality related queries by coordinating with ALAM quality department to provide the necessary documentation, proof and communication to the customer. Understand the information to be able to articulate a clear message to the customer .Become knowledgeable of Air Liquide's product offering, industry terminology and company operations. Develop and utilize the depth of knowledge of products to assist customers in product handling issues, technical support, and new product opportunities. Proactively develop the knowledge of customer needs and characteristics to improve customer satisfaction.Leverage communications and networking skills to represent the business as a seamless total-solutions provider. Utilize in depth knowledge of customer processes, requirements and personnel to independently resolve problems and develop solutions to customer needs. Make decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers. Work directly with accounts receivable to resolve any invoicing queries or requests from customers.Creating new product part numbers and customers in the company SAP system. Accurately incorporate all customer-specific requirements within SAP. Weekly/monthly provide reports to management on customer service KPIs and status Build rapport with the site operations team and logistics to understand product offering lead times and establish inventory levels. Participate in the weekly Sales & Operations meetings. Ability to identify and lead continuous improvement initiativesBasic sales & negotiation skills to enable influential leadershipSelf starter with ability and energy to work independently with little direction or oversightAre you a MATCH?Required Qualifications Bachelor's degree with 3-5 years of work experience in the semiconductor industry, or within customer service.Previous customer service or inside sales experience •Excellent communication and phone skills.Being a global organization and customer base, flexibility to take calls outside office hours Ability to effectively motivate the activities of individuals in operations to meet customer commitments. Collaborative approach to working within a team environment Good problem solving and organizational skills Detail oriented Capability of working on the global level with colleagues and customers. Successfully complete all required ALAM training required for this roleCompetent with standard Google software applications.Solution oriented mindset with can-do spiritPreferred Qualifications Order management experience (SAP experience a plus)Chemical industry experience is a plus.Candidates must have valid employment authorization in the U.S. and must not require visa sponsorship now or in the future. This position is not open for non-immigrant visa sponsorship. No relocation benefits.Our Differences make our PerformanceAt Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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