Customer Services Operations Representative

Job Description:

The primary role of the Customer Service Operations Representative (CSR) is to support the Customer Team in Forecast to Cash (F2C) Activities. This includes deal consultation, forecast support, formal quote generation, order management, customer interface, audit compliance and revenue recognition.

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.

Minimum Qualifications:

• 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.