Customer Success Service Logistics Specialist

6 days ago

Singapore Infinera Full time

Customer Success Service Logistics Specialist

The Service Logistics Team is responsible for ensuring Customer Advanced Replacements and Return Material transactions are processed in accordance with the purchased service level. The team supports a global network of Regional Distribution Centers, Hubs and Depots supplying Infinera spare parts to maintain customer networks. Service Logistics is looking for an organized professional to partner with other Infinera organizations and Logistic Service Providers to meet and exceed Customer expectations. She/He will also will identify and drive process improvement. As a critical member of the Global Service teams, you will have the opportunity to oversee, develop and improve the current process and procedures while serving our global customers. The role will be resolving complex issues relying on experience reviewing, analyzing and arranging large data sets in a way that is understandable and clearly identifies central themes and messages. Must have excellent written and oral communications skills.

Responsibilities to include:

- Managing Customer Service Order Activity
- Manage Rush Customer RMA shipments to meet contractual obligations
- Expedite Orders to meet SLA time frames
- Maintain systems (SFDC/SAP) to reflect the latest status of RMA cases
- Interact with Repair department to establish order priorities and expedite customer escalations
- Interact with Forward Service Logistics Providers to meet objectives for delivery
- Create relationships with Sales and Support teams for Customers in their region
- Attend Account meetings to understand Customer strategy
- Attend Customer meetings to represent Service Logistics
- Prepare IT enhancements requests
- Detail improvement opportunities
- Document requirements and test scenarios
- Support testing and approval

Qualifications:

- College Degree or Greater
- Expertise in EXCEL and Microsoft Suite
- Excellent Customer Service Skills
- Sales Force Experience
- SAP experience a plus

LI-FP1
- Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to_
- race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment._

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