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Advantest · 22 hours ago

Customer Services Operations Representative (7921 )

San Jose, CA

Full-time

Onsite

Mid Level

$87K/yr - $134K/yr

4+ years exp

Advantest America Inc. is part of Advantest Corporation, the world’s largest provider of automated test equipment for the semiconductor industry. The Customer Service Operations Representative will support the Customer Team in Forecast to Cash activities, including deal consultation, order management, and customer interface, ensuring compliance and timely revenue recognition.

ManufacturingMechanical EngineeringProduct DesignSemiconductor

Responsibilities

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 CT 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 CT 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

Qualification

Customer ServiceSales AdministrationOracleMicrosoft OfficeSAB101 knowledgeGlobal ViewpointNetworkingEffective CommunicationProblem SolvingCross-functional Collaboration

Required

Bachelor's degree preferred but not required

Minimum 4-5 years experience in Customer Service or Sales Administration

Preferred

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