Customer Support Spec III

Not just a job but a career

Yokogawa award winner for Best Asset Monitoring Technology and Best Digital Twin Technology at the HP Awards is a leading provider of industrial automation test and measurement information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition (bio)technology artificial intelligence industrial cybersecurity etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team
Our 18000 employees work in over 60 countries with one corporate mission to co-innovate tomorrow. We are looking for dynamic colleagues who share our passion for technology and care for our return we offer you great career opportunities to grow yourself in a truly global culture where respect value creation collaboration integrity and gratitude are highly valued and exhibited in everything we do.

JOB SUMMARY

The Customer Support Specialist III position provides advanced order management customer support and issue resolution for Industrial Automation Product Family (IAPF) and/or Test & Measurement (T&M) products across YCAs territory. This role serves as a critical link between customers channel partners sales teams and internal functional departments to ensure seamless order management accurate execution and on-time delivery. It also manages complex transactions customer escalations and compliance-related requirements while proactively resolving issues and enhancing the customer experience. The position will drive operational excellence through continuous process improvement initiatives cross-functional collaboration and a strong commitment to service quality and customer satisfaction.

KEY RESPONSIBILTIES:

Facilitate end-to-end order management support for Yokogawa channel partners customers and BPO partners to ensure orders are entered validated and released accurately and on time.

Manage and resolve a targeted volume of daily customer and order-related cases including complex and escalated issues.

Perform detailed purchase order (PO) review and validation to ensure completeness accuracy and alignment with quotations contracts and system requirements.

Coordinate with customers channel partners sales and internal teams to obtain missing or unclear order information.

Execute full order lifecycle activities including quotations order entry order changes cancellations returns and expediting.

Act as the primary point of contact for customer and channel partner support ensuring consistent communication expectation setting and issue resolution.

Proactively monitor and manage past due orders supply constraints and delivery risks; communicate status updates and recovery plans to stakeholders.

Coordinate order scheduling and delivery commitments including lead time negotiations with manufacturing production control and suppliers.

Support customer master data maintenance including onboarding new customers and coordinating with accounting and compliance for required documentation.

Enter and maintain accurate order data in SAP (Product Sales Module) to ensure data integrity and proper downstream processing.

Collaborate cross-functionally with Engineering PMK Manufacturing Logistics and Sales to resolve technical configuration and fulfillment issues.

Support export compliance activities including validation of End User Statements controlled goods requirements and international order documentation.

Assist with trade-in processes special orders and non-standard transactions to ensure proper approvals and execution.

Participate in root cause analysis and continuous improvement initiatives related to order errors delays and customer complaints.

Identify process gaps and recommend improvements to enhance efficiency accuracy and customer experience.

Provide reporting updates and insights to management and sales teams to support decision-making and improve service levels.

Take full ownership of assigned cases and orders ensuring timely resolution and follow-through.

Demonstrate the ability to understand and communicate technical product information with internal stakeholders.

Support training and guidance for newer team members or BPO partners as needed.

Perform other duties as assigned.

CORE COMPTENCIES:

Must be team-oriented and dedicated to total customer satisfaction.

Requires strong ownership accountability and the ability to manage multiple priorities in a fast-paced environment.

Must be highly organized adaptable to change and capable of working with limited supervision.

Highly organized and detail-oriented with strong organizational skills to support customer satisfaction and operational excellence.

REQUIREMENTS

Strong knowledge of order management processes and systems

Ability to manage complex customers Business Process Outsourcing (BPO) partner and channel partner interactions

Excellent verbal and written communication skills

Strong problem-solving and analytical skills

Proficiency in Microsoft Office (Excel Word Teams Outlook) and SAP

Ability to work cross-functionally with multiple departments

SPECIFICATIONS

Education: High School Diploma or equivalent two-year technical degree and/or three to five years of equivalent experience.

Experience/Qualifications: Preferred three to five (5) years of experience in a manufacturing or distribution environment including experience in customer service order management or order entry. Working knowledge of SAP preferred.

Must demonstrate the ability to manage complex order scenarios support customers BPO partner & channel partners and navigate cross-functional processes effectively.

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse equitable and inclusive will actively recruit develop and promote people from a variety of backgrounds who differ in terms of experience knowledge thinking styles perspective cultural background and socioeconomic will not discriminate based on race skin color age sex gender identity and expression sexual orientation religion belief political opinion nationality ethnicity place of origin disability family relations or any other circumstances. Yokogawa values differences and enables everyone to belong contribute succeed and demonstrate their full potential.

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