Customer Service Operations Manager

2 weeks ago


San Diego, California, United States Amkor Technology , Inc. Full time
Position Overview:
Amkor Technology, Inc. is seeking a dedicated Customer Service Operations Manager. This role is essential in overseeing all facets of customer service interactions.

Key Responsibilities:
- Coordinate responses to customer requests for quotations (RFQs).
- Monitor and implement pricing adjustments through Master Quote updates.
- Manage budgetary and engineering quotes directed to customers.
- Facilitate various functions such as die support requests, line capacity communication, sales order processing, and payment tracking.
- Collaborate with customers to optimize open capacity.
- Input credit requests and conduct forecast reviews.
- Prepare reports on consigned materials usage, new product introduction (NPI) order tracking, and excess materials assessment.
- Engage directly with Sales Account Managers to drive new business initiatives, sales targets, and revenue objectives.
- Interact with factory and departmental representatives to fulfill overall customer needs.
- Ensure effective daily communication with both internal and external stakeholders, addressing customer inquiries promptly.
- Resolve pricing and invoice discrepancies by collaborating with relevant teams.
- Acknowledge purchase orders (POs), verify their accuracy, maintain a PO tracker, and ensure timely invoice issuance.
- Track Non-Recurring Expenses (NRE), rebates, and manage the monthly billing process.
- Create sales orders for diverse groups, requiring meticulous attention to detail and adaptability.
- Conduct forecast and commitment analysis utilizing Microsoft Excel, demonstrating proficiency with Pivot Tables and VLOOKUP.

Qualifications:
- A Bachelor's Degree is required, along with a minimum of 5 years of pertinent customer service experience, preferably within the semiconductor industry.
- Exceptional customer relationship management skills, capable of addressing complex inquiries.
- Proficient in Microsoft PowerPoint and Excel, with a proven ability to utilize Pivot Tables and VLOOKUP.
- Strong organizational capabilities, with the ability to manage multiple tasks and prioritize effectively.
- Excellent verbal and written communication skills.
- Flexibility to collaborate with various teams across different locations.
- A strong work ethic, with the willingness to adjust hours to meet business needs.
- Demonstrated experience in direct customer engagement.
- Proven problem-solving abilities with a keen attention to detail.
- Capacity to work independently as well as collaboratively within a team.
- This role demands a commitment to customer service excellence and flexibility in working hours to support business requirements.
- Previous experience in multinational manufacturing organizations is advantageous.
- Semiconductor/OSAT experience is preferred.
- Familiarity with SAP or other ERP systems is desirable.
- Prior experience with CRM systems is a plus.



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