Leads and manages regional customer accounts for quotations, sales order acceptance, service parts shipments and RMA’s returns that meet the strategic, competitive, and internal needs of the company. Interacts with customers prior to and/or after sale. Coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Positively affects the relationship between the company and a customer, from a financial and product standpoint. Serves as liaison between sales and operations teams to coordinate product availability. Champions customer issues to cross-functional departments including Planning, Tech Support, Manufacturing, and Finance.
Organizes and handles a variety of logistics issues including reverse logistics. Duties involve but are not limited to supply chain services, inventory control, critical parts availability, material handling, import-export licensing, shipment of products, and third-party warehousing. Evaluates customer support and field service commitments to ensure customer requirements are met. Serves as liaison between sales and operations teams to develop concepts and coordinate product knowledge; provides data analysis for production planning and volume studies; and participates in process/rating improvement efforts. Assists in developing logistics plans and procedures.
DUTIES AND RESPONSIBILITIES
- Processes customer RMA returns in Oracle, assignment, tracking, import/exporting, reporting and maintenance.
- Assists with processing orders in Oracle for all service part type transactions; revenue, warranty, replenishment, contract, consignment, and returns.
- Performs on-line order entry on 3PL warehousing Website for part shipments.
- Run labor & service contract billing for region, including monthly reconciliation and reporting.
- Communicates daily via phone or email to Customers, Field Service Engineers, Acct. Mgr’s, and 3PL.
- Develops appropriate controls and performance measures to assist in the accomplishment of team’s objectives.
- Supports Field Service Engineers and Account Managers for equipment line downs. Expedites and resolves problems.
- Understand parts request and SSL logic, support Field service to get parts being ready for scheduled events.
- 3pl/warehouses/bonded inventory management, be able to provide proposal or solutions for different scenarios with cost concept
- Understands Customer contracts, Service Agreements, and commitments required.
- Prepares quotations and tracks service part orders from shipment to fulfillment.
- Performs metrics reporting of regional activity.
- Resolves invoice issues with Finance.
- Investigates and analyzes issues and prepares recommendations for policy/process action.
- Works cross-functionally with Regional Logistics, Tech Support, Manufacturing, Spares Planning, Shipping and Global Trade Solutions to resolve logistics issues associated with demand, quality or delivery.
- Executes allocation decisions regarding critical tools, service parts, and upgrade deliveries to best meet service requirements, revenue goals, and regional stocking needs.
- Assists in developing global performance metrics, reporting tools to enhance department efficiency as well as creation of ad-hoc analysis, reporting.
- Assists with analyzing inventory usage/business needs and reviews recommendations to optimize spares inventory.
- Performs other duties as assigned.
QUALIFICATIONS
- Excellent written and verbal communication skills both in Mandarin and English.
- Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats.
- Excellent customer service skills, with an advanced understanding of customer relationship building.
- Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems.
- Requires working knowledge of inventory planning.
- Can apply basic principles, techniques, and methods in managing inventory.
- Ability to calculate figures and amounts such as discounts, interest, proportions, percentages.
- Requires ability to evaluate indented BOM structures.
- Requires excellent customer service, negotiation and follow-up skills.
- Must be able to handle multiple tasks in a fast paced working environment.
- Solid Knowledge of freight, import/export, trade and customs compliance, transportation and logistics industry.
- Ability to work independently on job functions and departmental tasks.
SKILLS/EXPERIENCE
General proficiency with tools, systems, and procedures required to accomplish the job. May need to consult with higher level staff members on some technical issues. Minimum of 6~8 years of experience is required.
- Minimum of 6~8 years related experience in warehousing, logistics, international trade, manufacturing or distribution and customer service.
- Fluent in English speaking and writing.
- Education in Business or Supply Chain Management preferred.
- ORACLE and Business Objects experience is preferred.
- APICS certification/coursework is a plus.
Diversity and inclusion
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.
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