Senior Specialist, Customer Service
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Job Location:
Chaska, MN - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title:
Senior Specialist Customer ServiceJob Description:
Senior Customer Service Specialist
Location: Chaska MN
Department: North America Customer Service
About the Role
Entegris is seeking a Senior Customer Service Specialist to provide advanced support for our customers. This role serves as a trusted resource for resolving complex and highimpact customer needs working closely with partners across regions and functions toalign onsolutions. The Senior Customer Service Specialist applies experience judgment and initiative to navigate policies balance priorities and support operational financial and customer experience goals.
Key Responsibilities
Customer Issue & Escalation Management
Independently analyze customer orders and nonroutine requests interpret customer intent and internal business requirements evaluate operational and compliance implications and translate approved business requirements into SAP and Entegris processes to support accurate fulfillment and business objectives.
Serve as the primary point of contact forhigh-impactcustomers independently managing nonroutine issues evaluating competing priorities and determining appropriate courses of action to meet customer and business requirements.
Identifyand monitorshippingand billingholdsaccount discrepancies or service risksand take corrective action within assigned authority
Partner with global teams to resolve cross-regional logistics and fulfillment challenges
Resolve accounts receivable issues by interpreting policy and coordinating with Finance
Assess competing customer requirements and determine which customer commitments should take precedence based on business impact operational constraints and strategic considerations
Order & Account Strategy
Develop review and approve customer quotations and service approaches
Review and evaluate customer purchase orders for alignment withcompliance requirements exercise judgment to resolve discrepancies or determine appropriate corrective actions and authorize SAP entry in accordance with company policies.
Analyze consignment inventory usage trends and demand forecasts evaluate customer and operational requirements and develop replenishment and min/max recommendations to balance customer service inventory risk and business objectives.
Manage and validate customer order dates and delivery commitmentsbalancing customerexpectationand operational constraints
Policy Interpretation & Subject Matter Expertise
Interpret and apply company policies to complex customer scenarios
Recommend policy process or program changes to better align with customer and business needs
Serve as subject matter expert for assigned markets policies or processes
Provide guidance and training to team members to ensure compliance and consistency
Act as SME on customer portals for their assigned key customers
Quality Returns & Risk Management
Manage quality notifications and return material processes
Assess customer and business impact and determine appropriate corrective actions
Apply regulatory knowledge training and company guidance to assess customer transactions for export compliance and regulatory risk and exercise judgment to ensure appropriate handling or escalation of compliance sensitive scenarios.
Relationship & Stakeholder Management
Build and maintain strategic relationships with key customers
Collaborate with Production Logistics Finance Compliance and other stakeholders to balance customer requirements with operational and regulatory constraints
Balance customer needs with operational regulatory and financial considerations
Be the voice of the customer in internal alignment discussions
Continuous Improvement
Analyze recurring customer and operational issues to identify root causes
Lead or support improvements to workflows processes and service models to increase efficiency and reduce cycle time
Other Duties
Perform additional responsibilities as assigned to support departmental and organizational objectives
Qualifications
Education:Bachelors degree in Businessor related field or equivalent professional experience
Experience: Minimum of 5 years of professional experience in customer service operations or related business support roles
Skills:
Advanced analytical and problem-solving skills
Ability to exercise independent judgment and discretion
SAP experience preferred
Proficiency in Microsoft Office
Experience in manufacturing or ISO-regulated environments preferred
Success Measures
Effective resolution of complex high-impact customer issues
Sound judgment aligned with business financial and operational goals
Improved customer experience for key accounts
Strong cross-functional leadership and process improvement contributions
Required Experience:
Senior IC
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
As a global leader in advanced materials science, we have the expertise and determination to help solve your most advanced technology challenges.
