Customer Service Support Specialist

Summary

This position works under limited supervision and is responsible for ensuring that company and customer quality standards are regularly met

Using proven time management skills, the qualified incumbent skillfully adapts to a changing business environment while independently prioritizing responsibilities with an appropriate level of urgency.

Essential Duties and Responsibilities:

Customer Support position works independently to process customer and internal orders for products, and services. Solves problems, anticipates issues and makes correct decisions based on a variety of situations. He/she owns and provides in-bound customer service for Semiconductor Division via telephone and email including:

Perform administrative activities associated with customer operations. This will include entering accurately sales orders/purchase orders into company ERP system, updating and maintaining records, documentation and reporting. This will require financial and basic technical acumen.

· Responsible for reviewing and preparing shipping documents; this may include coordination with international partners to meet all customer needs and expectations.

· Creates and maintains customer files with proper documentation in electronic folders.

· Maintains cooperative partnership with Sales, Operations, and all company departments to provide timely support.

· Provides timely responses to customer queries and customer feedback and escalates as needed to management team.

· Develops and maintains a working knowledge of products, order fulfillment policies and procedures, contractual requirements, export policy compliance, and basic accounting processes.

· Attends and actively participates in departmental meetings and informational conference calls.

Required Qualifications:

· High School Diploma or equivalent

· Minimum of three (3) years of related work experience; college degree in business or marketing desired but not required.

· Minimum of three (3) years of demonstrated customer service experience, self-starter with stellar customer service skills.

· Minimum of three (3) years demonstrated hands-on experience with ERP systems; Epicor experience is a plus.

· Solid understanding of common industry standard business practices as they relate to Purchase Order Review, Sales Orders, and Order Management.

· Intermediate to advanced Microsoft Office proficiency is required in Word, Excel, PowerPoint and Outlook email and Teams.

· Above average and demonstrated customer service, organizational and communication skills (written, verbal, active listening and interpersonal) are required. Demonstrated ability to actively listen, effectively read and comprehend, write, and clearly speak in English and interface with internal and external customers.

· Ability to work onsite under limited supervision and use own initiative.

· Must be able to independently multi-task and work in a fast-paced environment where communication and problem solving are essential to meeting the customer’s needs and expectations on a regular basis.

· Excellent attention to detail and proven organizational skills.

· Excellent time management skills and ability to prioritize work effectively while consistently meeting deadlines.

· Proven ability to influence and maintain positive working relationships.

Supervisory Responsibility:

This is an individual contributor role with no supervisory responsibilities.

Travel:

No or limited travel (less than 10%)

Physical Demands:

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

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required [up to 8 hours per day] to prolong sitting, talking, and hearing.

The employee must occasionally lift and/or move up to 15 pounds.

Specific vision abilities required by this job include close vision, distance vision, and color vision.

Position requires regular and continuous hand and finger activities such as repetitive motion during use of office machines, computers, and telephones.

Work Environment:

The work environment characteristics described below are representative of those an employee encounters while performing the essential and general functions of this position.

Reasonable accommodation may be made to enable individuals with disabilities to perform the required functions.

The noise level in the work environment is a moderate office setting.

About the SHI Cryogenics Group and Sumitomo (SHI) Cryogenics of America, Inc.

SHI Cryogenics Group, an integral part of the Precision Equipment Division of Sumitomo Heavy Industries, Ltd., is a leading worldwide provider of innovative cryogenic and vacuum solutions to the medical, semiconductor, flat panel, general coating and research industries. With offices in Asia, Europe and the United States, it has been producing

quality cryogenic equipment for over 50 years. SHI's renowned engineering departments continue to focus on the latest cryogenic and vacuum technologies, including innovative cryopump and cryocooler designs. Sumitomo (SHI) Cryogenics of America, Inc. (“SCAI”) is the North American Division of the SHI Cryogenics Group, focusing on design, manufacturing, sales and service with corporate office in Allentown, PA and additional locations in Illinois, California, New York and Texas. For additional information, visit www.shicryogenics.com.