Customer Solutions Specialist I

6 days ago

Fremont, United States UCT Alumni Association Full time

Join UCT and be part of the fastest-growing sector in the world We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success - join us today

UCT is looking for a talented Customer Solutions Spec I to join us in Fremont, CA

Job Summary:

The Customer Solutions Specialist plays a crucial role at UCT Services by acting as a direct link between the company and customer. CSS interacts with customers, company sales, and production to handle the overall customer order process that includes pre-sales and post-sales service functions.

Essential Duties and Responsibilities:

  • Performs Order Accuracy Review to ensure all order details are accurate.
  • Position is required to be on-site at the UCT Services facility assigned to closely collaborate with production, quality, sales, and logistics to quickly coordinate & resolve issues. Handling customer complaints effectively is crucial. CSS investigate issues, communicate with relevant departments to find solutions, escalate as appropriate, and ensure customers are satisfied with the resolution.
  • Handles incoming orders from customers via customer communication and OAR process, ensuring accuracy and timely processing. This includes entering orders into the system, verifying pricing and availability, and coordinating with other departments like production and shipping.
  • Coordinates with Sales and Engineering to ensure the SRF is properly completed by customers for all parts to be quoted/processed for the first time.
  • Coordinates customer orders working with operations to meet plant lead times and communicate commitments to the customer. Keeps customers informed of their orders, updates delivery times, and any potential delays. CSS maintains clear and proactive communication with customers to manage expectations and build trust.
  • Keeps accurate records of customer interactions, orders, and complaints. CSS may also generate reports on key metrics such as order fulfillment rates, customer satisfaction scores, and response times.
  • May be required to download and upload customer data to and from customer portals.
  • Performs Orders Workbench review (OAR) and maintenance.
  • Schedules or attends customer conference call meetings to provide open order status updates as required.
  • Works with operations to provide expedites when possible. Ensures orders are billed accurately for any expedites or change requests.
  • Follows up on NCRs and DMRs internally and with customers to close and move orders to process/ship/invoice.
  • Prepares documents/trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges.
  • Works with the sales and credit department to resolve customer payment issues as requested.
  • Completes forms for new accounts, credit applications, and other applicable approvals as assigned.
  • Serves customers by answering product and service questions including providing information on other products and services.
  • Maintains customer records by updating account information.
  • Nurtures relationships with key customers by understanding their needs, preferences, and buying patterns. This involves proactive outreach, follow-up on orders, and identifying opportunities for upselling or cross-selling products and solutions where appropriate.
  • Maintains financial accounts by processing customer adjustments through to the credit department.
  • Prepares product or service reports by collecting and analyzing customer order information.
  • The Customer Support Quoting Specialist is accountable for the Pricing Quotation process as assigned. These tasks include:
    • Receiving quote requests from the customer or Account Manager
    • Coordinating completion of Cost Estimate Worksheet (CEW) by working with Operations and Engineering to define the customer order specifications.
    • Coordinating price of service quoted with Account Management
    • Logging quotes
    • Supporting SRF generation process requirements
    • Ensuring timely and accurate quote is provided to the customer.
Knowledge, Skills, and Abilities:
  • Adaptable to change.
  • Ability to work effectively with those from diverse backgrounds with different learning styles.
  • Comfortable working on multiple projects simultaneously
  • Effective in a fast-paced work environment
  • Effective oral and written communication skills
  • Positive attitude
  • Highly responsible and dependable
  • Time management skills and sense of urgency
  • Detail-oriented and organized.
  • Strong planning and scheduling capabilities
  • Problem-solving skills
  • Experience with RMA procedures.
  • Proficient in data entry; computer skills, Microsoft Word, and Excel
Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Educational/Certification Requirement:
  • College or associate's degree preferred.
  • Minimum high school diploma.
Experience Requirement:
  • Minimum of 2 years' customer service experience (CSS0)
  • Associates degree or 4 years' experience preferred (CSS1 or 2)
  • Skills in inside sales, customer service, account management, business development, customer support
  • Proficient in Microsoft Office Suite (Excel, Outlook, Word)
  • Semiconductor industry experience a Plus
  • Experience may be considered in lieu of some qualifications.
Physical Demands and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Criteria:

Work Environment:
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Schedule:
  • Working hours are typically 8am-5pm, Monday - Friday, however, this may be adjusted based on customer needs.
  • May be required to work on rotating weekend coverage.
  • May be required to work holidays per Manager scheduling.
  • Supports coverage for CSS staff on PTO, travel, etc. per Manager scheduling.
  • Coordinates PTO with Manager and back up to ensure account coverage.
  • This role is required to be on-site at the UCT Services facility assigned 5 days a week.
Physical Demands:
  • Work may require the ability to lift 10-20 pounds infrequently.
Environmental Exposure:
  • May involve exposure to moderate noise levels from printers, faxes, computers, etc.
  • Works in an office environment, however, will need to go onto the manufacturing floor and/or warehouse, to investigate issues.
Overnight Travel:
  • Work may require out-of-town travel depending upon assignment (training and meeting).

At Ultra Clean Technology, we do not just welcome diversity - we celebrate it Ultra Clean Technology is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.

UCT offers an excellent benefits package to all full-time employees, which includes medical, dental, vision, 401(k), and paid time off.

The pay range for this position at commencement of employment is expected to be between $51,200 and $81,900/ year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including variable pay and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO (Paid Time Off) and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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