Customer Service Rep., Spare Parts

WHAT WE DO:

At Plasma-Therm®, we design and build configurable wafer processing platforms for standard and advanced processes used in microelectronics manufacturing. From etch and deposition applications to rapid thermal processing and plasma dicing, our systems keep pace with your needs and are engineered to provide outstanding performance time after time. 

POSITION SUMMARY:

The customer representative position for parts expected to help achieve or exceed annual part sales top-line budget through cooperation/collaboration with other outward-facing functional groups including Sales (direct, agents/distributors and Representatives), TechSupport and Aftermarket. Manages all aspects of the spare parts opportunity to order process including identifying customer needs, quoting, and selling.

DUTIES AND RESPONSIBILITIES:

• Perform business processes for parts order processing, including:

o Quote generation following approved pricing guidelines

o Follow-up phone/email contact

o Customer order entry – including resolving customer PO discrepancies

o Customer order release – includes ensuring customer satisfaction with PT interaction

• Develops a professional relationship with key customers and representatives
• Work to meet or exceed established Parts group financial target(s)
• Work within the Parts opportunity to order business processes

o Maintain daily process metrics for Parts opportunity to order process

• Identify gaps / potential improvements within departmental business processes – suggest business process improvements
• Resolve invoice issues between accounting and customers
• May be requested to participate in cross functional initiatives 
• Other duties as assigned
• It is every employee’s responsibility to be aware of and adhere to the applicable Safety & Health, Quality and Environmental Process of Plasma-Therm, LLC.

SUPERVISORY RESPONSIBILITIES:

None

What you need to be considered: 

• 0 - 2 years of customer service or related experience dealing with customers in a professional manner
• Strong attention to detail
• Prior experience working in ERP systems is highly desired 

Skills, Abilities and Attributes to be successful in this role:

• Ability to communicate effectively interdepartmentally and externally with customers and vendors
• Teamwork spirit and quick learning capabilities
• Requires knowledge of systems and software necessary to perform job function such as ERP systems (e.g. EPICOR), MS Products (Word, Excel, Outlook, PowerPoint), Salesforce, and Atlassian Products (JIRA, etc.)
• Ability to develop and track project schedules and deadlines
• Strong customer service skills and professionalism required

WORK ENVIRONMENT and PHYSICAL DEMANDS:

• The normal work environment is typical of a business office, manufacturing operation, with clean room and laboratory facility.
• The incumbent is routinely required to sit, stand, walk, stoop, kneel, touch, see, and hear, and may be required to lift or move up to 25 pounds.

Plasma-Therm is an equal employment opportunity employer, in accordance with applicable federal and state laws for qualified employees and applicants without regard to race, religion, color, sex, age, national origin, sexual orientation, gender identity, marital status, genetic information, protected veteran or disability status. When requested and necessary, we provide reasonable accommodations for qualified individuals with disabilities.