General Job Summary: Responsible for internal support to Worldwide Customer Service and Sales Teams enabling these external facing teams to provide world-class support regarding products and services. The ideal candidate will be passionate about delivering and cultivating excellent internal customer service throughout the organization. Responsibilities include, but not limited to the following activities: Order management, account/regional forecast demand planning, and overseeing activities related to Product Change Notifications (PCNs), Return Material Authorizations (RMAs), and other key duties. Must be savvy and quick to learn and adjust to all business applications such as Oracle ERP, Rapid Response, SAP, Sales Force, Agile and others as they are integrated into the business, as well as effectively adapt to new processes as they are rolled-out.

Key Duties & Responsibilities: Utilizing internal systems, manages delegated customer service and support activities including but not limited to forecasting, order management, supply demand changes, PCN, RMA, export compliance, product commercial information.

Provides internal support for new customer creation, product/service contract and order management, forecast entry to shipments/returns support
Tracks and reports to CS and Sales overall regional forecast accuracy analysis, and forecast consumption
Order Management (Purchase Order Entry, Change Orders and scheduling), proactively manages & monitors customer orders and shipments, resolving any internal issues on the account before shipment
Monitors and supports sales efforts (such as demand changes, product compliance details, and environmental) as delegated by the Regional CS/Account Management Team
Communicate with related parties such as Quality, Engineering, RMA team, Finance, analyze data, identify trends, and submit RMA request when needed
Has thorough knowledge of all business systems, processes and procedures and should be able to provide training to other team members, when requested
Performs other related duties as delegated from world-wide CS Team

Job Specifications

Advanced Computer proficiency of Microsoft suite (Excel, Word, PPT, MS Teams). Previous experience of Oracle ERP, Salesforce, Rapid Response, Demantra, SAP is an advantage
Can identify issues and root causes and uses own judgement to provide feedback solutions to complex problems and can identify the potential solutions
Effectively and quickly adapts to new systems, processes, and policies
Ability to remain calm under pressure
Exercises analytical skill within generally defined practices using a variety of sources in order to find solutions
Be results oriented with great attention to detail
Strong multitasking skills with the ability to prioritize own work and respond to ad hoc requests as needed; able to make quick and accurate decisions
Must have demonstratable communications skills being able to communicate clearly and accurately in an open manner whether it be in person, written or via tele conference, and across cultures. Must be able to contribute proactively during meetings
Collaborates openly, respectfully, and inclusively creating trusting relationships within own and wider teams and to customers in order to explain issues, gain insights and develop connections. May represent the department as a prime contact for special projects

Education/Experience

Requires minimum 8+ years related experience in Business Operations / Customer Service back office in a technology-oriented industry. Semiconductor industry preferred.
Bachelor’s/Master’s degree in Business Management / Analytics, Supply Chain, Operations
Experience in leading the team/People manager.
Ability to focus on details, multitasking and perform activities timely with quality output.
Positive attitude and willingness to learn and upskills with tools - Tableau, Power BI etc.
Flexible for evening calls for HQ reviews and transition calls on regular basis.
Strong analytical, problem solving and conceptual skills.
Strong written and verbal communication skills.

We are 26 years old company catering to top notch companies catering to Semicon Industries, Telecom and System Software.

We are operating out of Delhi, Bengaluru and Hyderabad.

Connectpro Management Consultants Private Limited

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