Customer Svc Specialist, Sr- QCT Sales Operations

Overview

Company:Qualcomm Technologies, Inc.

Job Area:Service & Support Group, Service & Support Group > Customer Service

Qualcomm Overview:

Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age – and this is where you come in.

Key Duties & Responsibilities:

Utilizing Qualcomm systems, manages end to end customer service and support activities including but not limited to forecasting, order management, supply demand changes, PCN, RMA, finance related questions, export compliance, product commercial information for external customers/accounts.

+ Provides customer facing support from new customer creation, product/service contract and order management, forecast entry to shipments/returns support

+ Manages overall customer performance to forecast, including 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 issues on the account before shipment

+ Responsible for managing customer expectations in respect to supply/demand and other related issues and escalating when necessary. Including interfacing with relevant internal teams such as Forecast, Supply Chain, Finance, Sales, Sales Operations, Logistics and Export Compliance to resolution

+ Regular interface with Product Lifecyle team to drive customer acceptance strategies on new devices, as well as End-of-Life (EOL) and/or Build-to-Order (BTO) products

+ Monitors and supports sales efforts (such as demand changes, product compliance details, and environmental) within the region, as needed or requested by the Account Management Team

+ Communicate with related parties such as Customers, Quality, Engineering, RMA team, Finance, analyze data, identify trends, and submit RMA request when needed

+ Organizes plans and participates in sales meetings as requested, special projects, and regional worldwide customer service team meetings

+ Monitors and reports on progress against department and personal goals

+ 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 requested

+ All Qualcomm employees are expected to actively support diversity on their teams, and within the Company

Job Specifications:

+ Advanced Computer proficiency of Microsoft suite (Excel, Word, PPT, MS Teams). Previous experience of Oracle ERP, Salesforce, Rapid Response, Demantra 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 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 demonstrable 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 to explain issues, gain insights and develop connections. May represent the department as a prime contact for special projects

Minimum Qualifications:

+ 5+ years related experience in Customer Service in a technology-oriented industry.

​​Preferred Qualifications:

+ BS/BA degree in Business Management, Supply Chain, Finance, Operations, or equivalent experience

+ Semiconductor industry preferred

+ Works with customer on projects taking them from development to high volume production

+ Analyze supply/demand data to provide summary feedback to internal and external customers

Applicants: If you are an individual with a disability and need an accommodation during the application/hiring process, please call Qualcomm’s toll-free number found here (https://qualcomm.service-now.com/hrpublic?id=hr_public_article_view&sysparm_article=KB0039028) for assistance. Qualcomm will provide reasonable accommodations, upon request, to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. Qualcomm is an equal opportunity employer and supports workforce diversity.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.

EEO Employer: Qualcomm is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other protected classification.

If you would like more information about this role, please contact Qualcomm Careers (http://www.qualcomm.com/contact/corporate) .

We are engineers, scientists and business strategists. We are from many different countries and speak many different languages. We come from diverse cultures and have unique perspectives. Together, we focus on a single goal—we invent breakthrough technologies that transform how the world connects, computes, and communicates.

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