Customer Service Representative 3 – CW
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- CW
Location:
Phoenix, AZ (Hybrid) Duties: Key Duties and Responsibilities
• Respond to customer inquiries by phone, email, and other supported communication channels, providing clear, timely, and professional assistance.
• Accurately enter and validate customer orders in SAP, including urgent machine-down orders, return material authorizations (RMAs), exchanges, and service orders.
• Monitor order status, delivery schedules, and service requests; keep customers and internal stakeholders informed of progress, changes, and issues.
• Prioritize urgent machine-down requests and coordinate with internal teams, warehouses, and logistics providers to support timely fulfillment.
• Coordinate outbound shipments and reverse logistics, including returns, repairs, replacements, and exchanges.
• Prepare and maintain service documents and trouble tickets, and update systems with accurate order details, customer interactions, and returned-material status.
• Track returned inventory and work with the appropriate teams to resolve return-related issues and credit discrepancies.
• Use Excel reports and SAP tools to check stock availability across worldwide locations and depots in support of order fulfillment.
• Collaborate with sales, service, and other internal teams to resolve customer concerns and order-related issues, escalating when needed.
• Maintain organized, accessible records of returns, schedule changes, product updates, and pricing information; coordinate field service repair calls and requests for additional company materials as needed.
• Support Follow-the-Sun customer service coverage by answering Cx1 calls and responding to emails through Cx1 Digital Communications.
• Demonstrate familiarity with AI tools that support customer service, such as drafting communications, summarizing information, and streamlining routine tasks, while verifying accuracy, protecting confidential information, and following company policies.
Skills:
Experience in a customer service or call center environment Familiarity with SAP order entry and logistics Semiconductor or similar industry experience preferred Experience handling urgent, machine-down service orders
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