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Versum Materials    Tempe, AZ 85280


US-AZ-Tempe (Headquarters)

Job Description

Versum Materials, a part of the Performance Materials business of Merck KGaA, Darmstadt, Germany, is a best-in-class electronic materials company providing high-purity chemicals and gases, delivery systems, services and materials expertise to meet the evolving needs of the global semiconductor, display and LED markets.

Versum Materials is seeking an experienced Customer Service Representative at our Tempe, AZ facility.


This position is responsible to manage day to day customer service activities with Electronic Materials customers. This role serves as the key interface to ensure that customer orders, complaints and special handling activities are processed timely, accurately and efficiently.

This position acts as the customer interface for order management and complaints and supports the business by providing best services, meeting customer requests and customer satisfaction.

*Coordinating and executing customer service activities, including order management, customer communications, managing customer's complaints and special handling tasks.
*Achieving and maintaining customer satisfaction while ensuring internal processes and procedures are rigorously respected in a dynamic business environment.
*Responsible for compliance with global, business, and department processes, procedures, and practices, including Basic Safety Process, Product Stewardship, regulatory and SOX requirements.
*Managing customer incoming/outgoing emails, phone calls, customer websites or company websites, faxes and other customer specific requirements in the business.
*Managing customer service activities through the SAP system, or other required applications and practices in the business
*Managing timely execution of customer orders and complaint. Following up on outstanding orders and issue resolution.
*Provide vendor managed inventory for order replenishment.
*Create delivery and perform goods issued for consignment transactions
*Managing special handling tasks for electronic customers including consignment activities, blanket purchase order management, customer website transactions, data bundles, self-billing activities, forecasts and replenishment orders, stock reconciliation and other special requests for the business.
*Communicating effectively with different functional teams in the business and support functions including Sales, Sales Support, Supply Chain, Quality and Market Management.
*Manage accurate pricing in the sales orders and ensure pricing complies to business rules and SOX rules.
*Manage automated data bundles for custom certificate of analysis.
*Support Special Tracking Service for customers that request special services for margin enhancement purposes.
*Work with supply chain for delivery alignment to customers.
*Work with Freight Forwarders and coordinate customers' shipments, especially for export shipments
*Adhere to the compliance to establish processes and procedures including standard business processes, global trade compliance and safety standards.
*Manage and coordinate customer returns such as full container, empty container, refurbishing container, and customer owned containers.
*Responsible to comply with export regulations and support export documentations
*Managing and updating customer service documentation including job aids, work instructions and any specific customer activities associated with accounts.
*Support testing and new enhancement releases - specific for Power User role.
*Responsible for setting up AP Direct customer account for customers and manage RightNow Queues.
*Support supply chain tools such as MOBY/PACT error logs
*Create debit and credit memos, and liaise with the billing team.
*Create workbook for master data changes as required
*Follow the prepayment process and liaise with credit and collection.
*Run reports periodically for clean desk policy focus, such as open order, billing block orders, ATP escalation, etc.

*High School Diploma or GED; prefer degree in Business Administration or related area.
*Minimum of 3 years customer service experience is required
*Excellent written and verbal communication skills
*Detail oriented in handling and following up on customer orders, complaints, and custom requests.
*Ability to work in fast paced and dynamic team environment
*Strong problem solving abilities are required
*Data quality focus
*Proficient in standard PC operations (Microsoft Outlook, Excel, Word, Power Point etc.).
*Knowledge and experience handling consignment is highly preferred.
*Knowledge of SAP system in Sales and Distribution module is highly preferred.

Versum Materials offers a comprehensive benefits package including paid holidays/vacation, affordable medical, dental, life insurance, 401K plans.

If you are a current Versum Materials employee, please apply via online by clicking on Online Applications, then selecting Career Center.

We thank all applicants in advance for their interest; however, only those applicants who are being considered for an interview, or are currently employed by Versum Materials, will be contacted.

Versum Materials is an Equal Opportunity Employer (U.S.) All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, citizenship, gender, marital status, pregnancy, sexual orientation, gender identity and expression, disability, or veteran status.

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North America


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Job Details

Employment Type

Full Time