Customer Service Operations Representative

Job Description

Position Available:

Customer Service Operations Representative in the Sales and Administrative Group (SADM)

Description:

The primary role of the Customer Service Operations Representative (CSR) is to support the Customer Team in Forecast to Cash (F2C) Activities. This includes deal consultation, forecast support, formal quote generation, order management, customer interface, audit compliance and revenue recognition.

Deal Consultation to the Customer Team:

• Consultation to field on structuring complex deals at quoting stage to ensure clean sox compliance including revenue recognition and interpretation of contracts/legal terms while meeting customer requirements.
• Providing order booking solutions for complex deals.
• Provide consultation on resolving issues and closing deals timely for revenue.
• Advise on appropriate terms and conditions to be included in deals.
• Coordinate with various business partners like Customer Team (CT), Finance, Factory Order Management (FOM) and Legal Team on the execution of the deal for the customer.
• Timely escalation of any potential topics with the respective business partners to resolve issues.

Forecast:

• Assist customer team in keeping forecast details and deal status accurate and up to date in CRM.
• Ensure that all quoted deals are entered in CRM.

Formal Quote Generation:

• Real-time preparation of formal quotes requested by customer team and/or Customer directly.
• Consultation on appropriate structuring and terms to meet Advantest and customer needs and allow for appropriate and timely revenue recognition and invoicing.
• Assist Customer Team with obtaining necessary approvals for special deals/pricing, etc.

Order Management:

• Direct interface with customer to ensure PO is clean and meets order acceptance requirements/manage any change orders.
• Work with (FOM) and other functions to manage order to ship on time per customer requests and to ensure smooth customs clearance/delivery.
• Participate in ISP to ensure customer delivery/installation is properly scheduled with customer.
• Generate invoice (system, manual, web).
• Upload all required documents in e-file.
• Ensure appropriate revenue recognition on all deals
• Partner closely with collections team to ensure accurate invoicing and timely collections. First point of escalation for collections issues. Interface with customer to help resolve any issues.

SADM Representation/Customer Interface:

• Management reporting support to the Customer Team and Point of contact for Escalation Process on time critical request.
• Direct contact with customers to provide customer service assistance with quotes/orders/deliveries/issues.
• Single Point of contact for customer team to help resolve any issues or assist with customer needs/inquiries.
• Interface with Finance to assure appropriate revenue and accounting of special deals is managed appropriately.
• Participate in ad hoc projects/assignment to improve operation efficiency of the company.

Requirements

Education:

Bachelor's degree preferred but not required with a minimum 4-5 years experience in Customer Service or Sales Administration.

Experience Required:

• Ability to think from a global viewpoint
• Demonstrated maturity, professionalism, high values and integrity
• Strong systems knowledge: Oracle
• Demonstrated knowledge of Microsoft Office applications (i.e. Excel, PowerPoint, Word
• Evidence of effective communication skills, both verbal and written
• Experience in problem solving and decision making
• Ability to see the "big picture", perform consultative work and to offer innovative suggestions
• Ability to work cross functionally
• SAB101 knowledge
• Ability to network and to build effective work relationships with people of different cultures around the globe. This includes the flexibility to accommodate multiple time zones.

State of California Development (EDD):

- https://www.ecfr.gov/current/title-41/subtitle-B/chapter-60/part-60-300#p-60-300.5(a)

- § 60-300.5(a)(2)(3)(4) Equal opportunity clause. Details the job posting requirements.

- § 60-300.5(a)(6) Equal opportunity clause. All employment openings includes all positions except executive and senior management, those positions that will be filled from within the contractor's organization, and positions lasting three days or less. This term includes full-time employment, temporary employment of more than three days' duration, and part-time employment.

CCPA Notice for California Residents:

Notice for California Residents: We collect personal information (PI) from you in connection with your application for employment with Advantest America, Inc., including some or all of the following categories of PI: identifiers and personal records (e.g., name, phone number, email address, employment history); commercial information (e.g., if we reimburse you for travel or other expenses during the application process); sensory information (e.g., recorded virtual interviews); professional or employment information (e.g., information provided in your resume and application, such as employment history); non-public education records (e.g., educational institution transcripts and records); and inferences drawn from the above categories of PI. We collect your PI for our purposes, including performing operations related to your potential employment. To view the Advantest Privacy Policy, visit https://www.advantest.com/privacy-policy.html. For additional details or if you have questions, contact us at [email protected].

In providing a safe and healthy workplace for all of our employees, Advantest America, Inc., and its subsidiaries, ("Advantest"), new employment job offers are contingent upon the applicant's provision of a copy of their COVID-19 vaccination document to Advantest America Inc. Human Resources prior to their scheduled start date, subject to any written request for medical or religious accommodations.

Advantest is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Advantest to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

The Advantest Way - Diversity, Equity, Inclusion and Belonging

At Advantest, diversity, equity and inclusion are at the core of who we are. We are continuing to build a culture where everyone feels a sense of belonging through our DE I programs initiatives. We strive to have a diverse, equitable and inclusive workplace to enable us to attract and retain candidates that feel a sense of purpose and empowerment. Our commitment to DE I is unwavering and we are steadfast in our mission to continuously foster an environment of respect, trust and transparency. We value diversity and inclusion and believe employees of all backgrounds contribute to our ongoing success. At Advantest, we celebrate and support the needs of our employees regardless of race, color, ethnicity, national origin, religion, age, disability, gender (including gender expression and gender identity), sex and sexual orientation. DE I at Advantest is more than words to us, they are the Advantest Way.