Principal Specialist, Customer Service

About the Role

We are seeking a customer-focused and results-oriented Customer Service Operations Specialist to support customer fulfillment activities and operational processes. This role serves as a key interface between customers and internal teams, ensuring accurate order management, timely issue resolution, and effective execution of operational and financial processes.

The ideal candidate is analytical, detail-oriented, and thrives in a fast-paced environment where customer satisfaction, operational excellence, and continuous improvement are critical to success.

Key Responsibilities

Customer Support & Order Management

• Serve as a primary point of contact for customers regarding order fulfillment and administrative inquiries.
• Create, manage, and maintain customer orders and quotations with a high degree of accuracy.
• Coordinate with internal teams to ensure timely delivery and resolution of customer requests.
• Provide proactive communication regarding order status, changes, and customer concerns.

Billing & Financial Operations

• Investigate and resolve billing discrepancies and transactional issues.
• Ensure accurate processing of debits, credits, and order adjustments.
• Partner with Finance teams to support cash management objectives and operational KPIs.
• Monitor account activity and follow established processes to support revenue recognition and collections activities.

Inventory & Operational Management

• Monitor and take action on aged Work-in-Process (WIP) and inventory-related issues.
• Analyze operational data and trends to identify issues and recommend corrective actions.
• Support inventory optimization and fulfillment performance objectives.
• Anticipate operational challenges and work collaboratively to implement preventive solutions.

Process Improvement & Operational Excellence

• Participate in process improvement initiatives that enhance customer experience and operational efficiency.
• Apply analytical skills to identify root causes and recommend sustainable solutions.
• Support the implementation of new tools, systems, and operational procedures.
• Contribute to continuous improvement projects across the business.

Cross-Functional Collaboration

• Build strong working relationships with Finance, Supply Chain, Sales, Manufacturing, and other support organizations.
• Work with customer representatives regarding operational requirements, scheduling needs, and issue resolution.
• Support global and cross-functional projects as assigned.

Safety & Compliance

• Perform all activities in a safe and responsible manner.
• Support Environmental, Health, Safety, and Security (EHSS) requirements, policies, and programs.
• Ensure compliance with company procedures, controls, and operational standards.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Operations Management, Finance, or a related field, or equivalent experience.
• Experience in customer service, order management, operations, supply chain, or related business functions.
• Strong analytical and problem-solving skills.
• Ability to interpret operational metrics and business data to make informed decisions.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Office applications, particularly Excel.

Preferred Qualifications

• Experience with ERP systems such as SAP, Oracle, D365, or similar platforms.
• Knowledge of order-to-cash processes, billing operations, inventory management, or customer fulfillment.
• Experience supporting process improvement initiatives.
• Experience working in a manufacturing, semiconductor, technology, or related industry.

Key Competencies

• Customer Focus
• Operational Excellence
• Analytical Thinking
• Problem Solving
• Attention to Detail
• Cross-Functional Collaboration
• Adaptability
• Continuous Improvement
• Communication Skills

What Success Looks Like

• Accurate and timely processing of customer orders and quotations.
• Effective resolution of customer and billing issues.
• Successful management of inventory and WIP-related actions.
• Consistent achievement of operational and cash management objectives.
• Strong partnerships with customers and internal stakeholders.
• Continuous contributions to process and service improvements.

Why Join Us?

Join a collaborative team where you will play a critical role in delivering exceptional customer experiences while supporting key operational and business objectives. You will have opportunities to develop your expertise, influence process improvements, and contribute to the success of a global organization.