Customer Service Operations Representative

4 hours ago

Ang Mo Kio, Singapore Advantest Full time

Job Summary:
The primary role of the Customer Service Operations Representative (CSR) at Internal Processing Center (IPC) is to provide centralized order entry processing and back-office support to Sales Administration (SADM) teams globally. The order booking and placement of order with outsourced manufacturer must be completed timely and accurately within turnaround time while maintaining financial integrity & business controls.

Job responsibilities:

- Check and ensure order packages pass Order Acceptance policy and is compliant with Advantest approval matrixes, policies and guidelines. Perform validation to ensure all required documents & approvals are in place. Missing, incomplete documentations and non-compliance issues are surfaced and clarified with order owner (Customer Admin) for timely resolution.
- Complete the transaction in Oracle adhering to procedures in accordance with different order types (Trade, Prebuild, Demo/Fixed Asset resale, Credit & Rebill etc), revenue recognition coding, payment term, tax, factory warehouse, invoicing and customer acceptance timing. All clean orders are to be booked accurately within 1 workday turnaround time.
- Collaborate with Oracle superuser, Functional Process Engineer and Knowledge Engineers to manage and resolve Oracle and configuration issues during order processing.
- Engage Credit Analyst to review orders placed on Credit Check Hold due to customer credit profile and status at the point of order booking.
- Timely creation of CM PO to Outsourced Manufacturer for trade and demo/internal order.
- Complete documentation timely in both Oracle attachment and eFile archiving for orders processed.
- Work on Operational and SOX Control reports weekly to identify gaps of non-compliance with financial and audit requirement for corrective action.
- Stay current with Advantest approval matrixes, policies, processes, guidelines, principles and standards.
- Improve shipment execution lead-time to orders managed by America SADM team by providing shipping documents to Factory Order Management (FOM) for shipment arrangement to customers.
- Support all month-end order booking and activities.
- Share the workload and assist other team members when the work volume is high.
- Participate in ad-hoc projects and assignments for the improvement of operational efficiency.

**Requirements**:

- Bachelor's Degree in Business, Finance or equivalent area of study
- Oracle experience, preferably in order management
- Ability to think from a global viewpoint and big-picture mindset
- Demonstrated integrity, maturity, professionalism, high-value trait
- Effective communication skills, both verbal and written
- Ability to work well within the team and with cross-functional team members globally
- Meticulous, thorough and pay attention to details
- Desire to learn and build an impeccable standard of excellence
- Ability to deliver high standard quality work and meet tight turnaround time expectation
- Good attendance record, self-disciplined in time management and flexible in supporting business partners around the globe in different time zone
- Requirement to work during some of the holidays in Singapore to support global operations (Taiwan, China, Korea, Japan, Europe, USA). Replacement leave in lieu will be compensated.

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