Senior Customer Service Representative, ESD

Summary: 

Position responsible for managing and leading customer service and supply chain activities for assigned customers. Serves as the primary operational contact for customers and internal stakeholders, ensuring on-time delivery, inventory optimization, demand forecast accuracy, and customer satisfaction. Leads continuous improvement initiatives and supports strategic business operations through data analysis, process development, and cross-functional coordination. Monitors inventory levels in facilities and in-transit to meet customer requirements. Coordinates with overseas production facilities and internal sales associates to ensure 100% on time delivery to customers and maintain customer satisfaction. Provides accurate customer demand forecasts, data or any other necessary information in a timely manner. Targets to eliminate any premium freight costs and obsolete/dead stock.

Duties and Responsibilities:

Specific responsibilities include but are not limited to:

1. Serve as the primary operational contact for assigned customer accounts regarding delivery, inventory, forecasting, and supply chain matters.
2. Lead resolution of customer delivery, quality, and service issues, coordinating cross-functional resources as necessary.
3. Proactively identify supply chain risks and develop mitigation plans to ensure uninterrupted supply and customer satisfaction.
4. Monitor and analyze key performance indicators including delivery performance, inventory levels, forecast accuracy, premium freight, and customer service metrics.
5. Lead continuous improvement initiatives focused on process efficiency, inventory reduction, premium freight elimination, and service performance enhancement.

1. Interface with necessary personnel within the ESD group as well as customers to resolve logistical & material flow issues and to carry out goals and targets given.
2. Accurately and efficiently process customer orders and requirements from receipt of order to shipment of product, including recordkeeping, filing, sales order entry, verification of transaction in the software system, as well as other applicable activities.
3. Record and monitor shipping, receiving and inventory activity.
4. Develop, maintain and report off-line tracking tools (i.e. spreadsheets) to coordinate with all related personnel to produce desired results.
5. Follow up, track, record, and share information relating to quality and engineering issues in order to coordinate with related personnel to produce desired results.
6. Create and/or modify department standards and job instructions to improve efficiency and effectiveness.

1. Prepare and present operational performance reports and recommendations to management.

1. Follow up customer claims and complaints and suggest as well as implement corrective action plans and countermeasures.
2. Responsible to compile, analyze and report various data requests through various means including spreadsheets, charts and graphs upon request.
3. Occasional takes samples or product to the Post Office for mailing.

1. Provide guidance and training to less experienced customer service personnel and support departmental best practices.

1. Any other duties and projects as needed/assigned.

Knowledge, Skills, and Abilities:

1. Excellent communication skills, both oral and written.
2. Strong analytical and problem-solving skills.
3. Demonstrated ability to lead cross-functional projects and process improvement initiatives.
4. Working knowledge of ERP systems, demand planning, and inventory management.
5. Ability to communicate effectively with customers, suppliers, colleagues, and management.
6. Understanding of the basics of international business flow and documentation requirements.
7. Strong computer skills: proficiency in MS Office and experience using accounting and inventory management software preferred.
8. The duties and responsibilities of the Customer Service Representative are highly fluid in nature and require the ability to travel occasionally.
9. Import/export documentation knowledge preferred.
10. Experience in electronics manufacturing and/or international supply chain operations preferred.
11. Japanese language capability is a plus.
12. Must be able to lift up to 40 pounds.

Education and Experience:

1. Associate degree or higher in Business, Supply Chain Management, Logistics, Operations, or a related field preferred. Bachelor’s degree preferred.
2. Minimum 5 years of relevant experience in customer service, supply chain management, logistics, operations, materials planning, purchasing, or related functions.
3. Equivalent combination of education and relevant experience will be considered.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, 

1. The employee is regularly required to talk and hear 
2. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel, and reach with hands and arms 
3. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus
4. The position requires the ability to occasionally lift office products and supplies, up to 40 pounds.