- Provides operational support based on knowledge of relevant business systems, products, processes, and procedures and supports operational activities for business growth
- Contributes to and updates plans and monitors, collects, and analyzes program/product metrics (eg, forecasts, budgets, demands, KPIs)
- Establishes market baselines and contributes to forecasting analyses, processes, and reports, and addresses supply/demand related issues
- Contributes to pricing execution and resolves pricing and rebate issues
- Formally presents and communicates key metrics and findings
Minimum Qualifications:
Bachelors degree in Business Administration, Engineering, Finance, Marketing, or related field and 4+ years of business operations or related experience.
OR
Associates degree in Business Administration, Engineering, Finance, Marketing, or related field and 6+ years of business operations or related experience.
General Job Summary:
- The role is responsible for internal support to Qualcomm s Worldwide Customer Service and Sales Teams enabling these external facing teams to provide world-class support regarding Qualcomm s products and services
- The ideal candidate will be passionate about delivering and cultivating excellent internal customer service throughout the organization
- Responsibilities include, but not limited to the following activities: Order management, account/regional forecast demand planning, and overseeing activities related to Product Change Notifications (PCNs), Return Material Authorizations (RMAs), and other key duties
- Must be savvy and quick to learn and adjust to all Qualcomm business applications such as Oracle ERP, Rapid Response, SAP, Sales Force, Agile and others as they are integrated into the business, as we'll as effectively adapt to new processes as they are rolled-out
Key Duties & Responsibilities:
- Utilizing Qualcomm systems, manages delegated customer service and support activities including but not limited to forecasting, order management, supply demand changes, PCN, RMA, export compliance, product commercial information.
- Provides internal support for new customer creation, product/service contract and order management, forecast entry to shipments/returns support
- Tracks and reports to CS and Sales overall regional forecast accuracy analysis, and forecast consumption
- Order Management (Purchase Order Entry, Change Orders and scheduling), proactively manages & monitors customer orders and shipments, resolving any internal issues on the account before shipment
- Monitors and supports sales efforts (such as demand changes, product compliance details, and environmental) as delegated by the Regional CS/Account Management Team
- Communicate with related parties such as Quality, Engineering, RMA team, Finance, analyze data, identify trends, and submit RMA request when needed
- Has thorough knowledge of all business systems, processes and procedures and should be able to provide training to other team members, when requested
- Performs other related duties as delegated from world-wide CS Team
Job Specifications:
- Advanced Computer proficiency of Microsoft suite (Excel, Word, PPT, MS Teams). Previous experience of Oracle ERP, Salesforce, Rapid Response, Demantra, SAP is an advantage
- Can identify issues and root causes and uses own judgement to provide feedback solutions to complex problems and can identify the potential solutions
- Effectively and quickly adapts to new systems, processes, and policies
- Ability to remain calm under pressure
- Exercises analytical skill within generally defined practices using a variety of sources in order to find solutions
- Be results oriented with great attention to detail
- Strong multitasking skills with the ability to prioritize own work and respond to ad hoc requests as needed; able to make quick and accurate decisions
- Must have demonstratable communications skills being able to communicate clearly and accurately in an open manner whether it be in person, written or via tele conference, and across cultures. Must be able to contribute proactively during meetings
- Collaborates openly, respectfully, and inclusively creating trusting relationships within own and wider teams and to customers in order to explain issues, gain insights and develop connections. May represent the department as a prime contact for special projects
Education/Experience:
- Requires minimum 6+ years of related experience in Customer Service in a technology-oriented industry. Semiconductor industry preferred.
- Bachelors degree in Business Administration, Supply Chain, Finance, Operations, or related field and 4+ years of business operations or related experience.
- Excellent in ERP tools like Oracle, SAP and or Salesforce
- Flexible for evening calls for HQ reviews and transition calls on regular basis.
- Strong analytical, problem solving and conceptual skills.
- Strong written and verbal communication skills
