Senior Customer Service Representative

• Key Responsibilities

1. Order Processing & Operational Execution

• Process customer orders accurately including direct customers and distributors ensuring compliance with order policies and servicelevel requirements.
• Manage complex or highpriority customer orders including special deliveries projects manual interventions or escalated cases.
• Coordinate with CSB PPF Logistics Supply Chain and Planning to resolve order blocks and data inconsistencies.
• Support daily workload balancing and act as backup for peers or the team manager when required.

2. Process Compliance & Documentation

• Ensure all order transactions and customer communications comply with corporate order management standards.
• Maintain documentation for audit requirements including order controls approvals and accuracy checks.
• Perform periodic selfchecks and support internal control reviews.

3. System Expertise & Improvement Initiatives

• Serve as a key user for OM systems (SAP OM workbench CP tools..).
• Participate in UAT cycles system validation and process mapping for new tools or enhancements.
• Identify and report system defects or workflow issues; support troubleshooting with global OM and IT.

4. Customer & Stakeholder Support

• Serve as a point of escalation for CSR team members and key accounts.
• Collaborate closely with Supply Chain Logistics Finance COD and other functional teams to ensure smooth ordertodelivery execution.
• Support onboarding or transition of new customers and distributors.

5. Reporting & KPI Monitoring

• Track order accuracy backlog status and customer performance requirements for assigned accounts.
• Highlight exceptions delays or process gaps to the team manager and contribute to corrective actions.

6. Training & Continuous Improvement

• Train and mentor new CSR team members supporting knowledge sharing and skill development.

• Recommend process improvements to reduce manual work errors and cycle time.

• Support rollout of new SOPs tools or BI dashboards.

Requirement:

Bachelors degree in business Operations Supply Chain or similar field (or equivalent experience).
35 years of experience in order management customer service or supply chain operations.
Strong ERP experience (SAP preferred).
Excellent communication and stakeholder management skills.
High attention to detail and strong problem solving ability.
Experience supporting system changes UAT or continuous improvement projects preferred.
Fluent English is essential and good Mandarin skills are an added benefit

Global Sales Introduction:

AI is rapidly moving beyond research labs and into the real worldpowering advancements in vehicles factories hospitals homes and everyday devices. NXPs Global Sales organization is the force that transforms our intelligent edge vision into meaningful market impact. We operate on the front lines of innovation delivering realworld AI secure edge intelligence and breakthrough technologies to the customers shaping tomorrows a strategic partner at the intersection of customer ambition and NXP capability our global sales team drives alignment opens new markets and builds the relationships that lead to design wins and revenue growth. Through deep market insight and longterm collaboration we embed customercentricity into every decision and help accelerate innovation at the systemsolution level. This disciplined clientfirst mindset enables us to architect integrated futureready solutions that deliver sustained value and strengthen NXPs competitive thrive in a highperformance highownership environmentcompeting boldly executing with urgency and celebrating results. If you want to win big grow fast and work with the customers building whats next NXP Global Sales is where ambition becomes achievement.

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