Your Job
As a Customer Service Representative, your primary purpose is to meet or exceed customers expectations by delivering exceptional service across order acknowledgement, delivery commitments, and resolution support. You will ensure timely and accurate order processing and delivery performance, coordinate with internal teams and third parties, and manage Vendor Managed Inventory (VMI) activities. Additionally, you will work closely with internal departments including plant sites, logistic and Sales teams to achieve billing targets and maintain strong customer relationships.
Our Team
You will be part of the Customer Service team reporting to the Customer Services Supervisor. The team collaborates closely with Sales Engineers, Sales Managers, Supply Chain, Logistics, Finance, CQA, GCE, and SCOE to ensure seamless service delivery and customer satisfaction. Externally, the role engages directly with customers to address their needs and expectations effectively.
What You Will Do
- Process standard sample requests, support New Product Introduction (NPI), and follow up on manual invoices and customer master creation.
- Manage all types of sales orders accurately, including order confirmation, demand changes, and supply schedule updates, adhering to company policies and customer contracts.
- Review backlog orders and coordinate with plants to ensure backlog clearance.
- Coordinate with Supply Chain and Logistics to manage delivery, including special labeling and Certificates of Conformance (COC), optimizing shipping modes for efficiency and cost-effectiveness.
- Collaborate with allocators and Sales to resolve product supply constraints and serve as the escalation point for supply delinquencies until resolution.
- Oversee VMI hub management by replenishing inventory to prevent stockouts, managing aging inventory, and escalating issues to supervisors when needed.
- Handle customer disputes including invoice discrepancies, HS code mismatches, credit issues, and support credit note, debit note, scrap allowance, quality notification, and return material authorization processes.
- Participate in joint calls with sales engineers to strengthen customer relationships and understand their requirements.
- Comply with all ISO requirements and support audit activities as needed.
- Maintain EDI system support, manage product packaging details, analyze customer lead times, and escalate lead-time discrepancies to Customer Service management.
- Resolve tariff issues and monitor customer scorecards.
- Perform other related duties as assigned by management.
Who You Are (Basic Qualifications)
- Bachelor's degree or higher in a relevant field
- 2 to 4 years of experience in customer service, sales support, purchasing, or material planning.
- Experience in the electronics industry is preferred.
- Strong coordination and communication skills to liaise internally and externally
- Good English writing and speaking abilities.
- Detail-oriented with the ability to manage multiple tasks and resolve issues proactively.
What Will Put You Ahead (Preferred Qualifications)
- Working knowledge of Vendor Managed Inventory (VMI) systems and processes.
- Experience using EDI and supply chain management software.
- Demonstrated ability to manage customer disputes and billing maximization effectively.
- Proven track record of collaborating with cross-functional teams to achieve operational goals.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
