Principal Specialist - Customer Support
Global Foundries

Job Description

The Principal Customer Support Representative, located in Austin, TX, will manage customer orders and support sales team to drive revenue. CSR will be a key interface between Sales, Planning, Technical Support and Customer to ensure customers' needs and satisfactions are achieved to the best interest of the customers and the company via CS KPIs.

(KPIs: Customer satisfaction, revenue goal (wafer & non-wafer), aged backlog, AR, CRD, backlog management, order entry,etc.)

Essential Responsibilities :

  • Customer Management:

    • Develop and maintain positive relationships with new and existing customers.

    • Supporting sales team to organize and take lead in customer teleconference and site visit to understand & discuss on business / yield reconciliation / PO / manufacturing activities / issue resolution.

    • Take ownership of customer issues and follow problems through to resolution.

    • Educate customers on GLOBALFOUNDRIES business practices and available systems (eg. GFV, SFDC, B2B, etc.)

  • Revenue Management:

    • Support sales team on the forecasting process, entry of forecast numbers in TM1 timely and accurately.

    • To maximize NWR revenue via premium services fee collection and prevent leakages.

    • Understand customer forecast, revenue support plan, risk and opportunities; work with customer on PO coverage to close PO gaps.

  • Order and Backlog Management:

    • Enter customer specific information in Oracle, which may include purchase orders, pricing, quote, and ship methods.

    • Manage the customer's backlog in Oracle. Work through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc.) across global sites to resolve customer and Fab related issues.

    • Analyze and manage on-time delivery for customer orders.

    • Process and respond to customer expedites, pull-ins and inquiries with regards to supply situation.

    • Resolve production scheduling, shipping or invoicing problems; determine validity of RMA claims, outstanding AR issue, aged backlog and etc.

    • Ensures that GLOBALFOUNDRIES policies, legal regulations and audit requirements are met and maintained.

  • Project Management:

    • Manage B2B projects for customers.

    • Initiate and participate in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence.

    • Mentorship program for new recruit

  • Perform all activities in a safe and responsible manner and support all Environmental, Health, Safety & Security requirements and programs

Required Qualifications :

  • Education/Experience: Bachelor's degree or equivalent experience in customer support.

  • Years of Experience: Minimum of three-five years' experience in semiconductor industry, and five-seven years' experience in direct customer service support on order management and supply chain.

  • Travel Requirements: Travel % TBD

  • Language Fluency: English (Written & Verbal)

Preferred Qualifications:

  • Excellent Customer Relationship Management skills.
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Ability to communicate clearly and professionally, both verbally and in writing; Has a pleasant, patient and friendly attitude;
  • Ability to solve problem with logical thinking and analytical skills.
  • Project management skills. Resolving Conflict and Multi-tasking
  • Attention to detail and ability to meet deadlines
  • Ability to work within a team environment
  • Focused and self-motivated
  • Finance background is a plus.
  • Working knowledge of ERP (Oracle/SAP..., etc)
  • Proficient in Excel & internet explorer, efficient in working w computerized systems
  • Knowledge of wafer fabrication process is a plus

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

An offer of employment with GLOBALFOUNDRIES is conditioned upon the successful completion of a background check and drug screen, as applicable and subject to applicable laws and regulations.

GLOBALFOUNDRIES is fully committed to equal opportunity in the workplace and believes that cultural diversity within the company enhances its business potential. GLOBALFOUNDRIES goal of excellence in business necessitates the attraction and retention of highly qualified people. Artificial barriers and stereotypic biases detract from this objective and may be illegally discriminatory.

Procedure: All policies and processes which pertain to employees including recruitment, selection, training, utilization, promotion, compensation, benefits, extracurricular programs, and termination are created and implemented without regard to age, ethnicity, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, sexual orientation, gender identity or expression, veteran status, or any other characteristic or category specified by local, state or federal law.

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