Customer Service Specialist, Senior

San Diego, CA, United States

Company:

Qualcomm Technologies, Inc.

Job Area:

Service & Support Group, Service & Support Group > Customer Service

General Summary:

The Customer Service Specialist (CSS), Senior is responsible for account support to customers and sales in their region related to Qualcomm’s products and services. The ideal candidate will be passionate about delivering and cultivating excellent customer service throughout the organization. Responsibilities include, but not limited to the following activities: Order management, account/regional forecast demand planning, and overseeing activities related to Product Change Notifications (PCNs), New Product Introductions (NPI) notifications, Return Material Authorizations (RMAs), and other key duties. Must be savvy and quick to learn and adjust to all Qualcomm business applications such as Oracle ERP, Rapid Response, Agile and others as they are integrated into the business, as well as effectively adapt to new processes as they are rolled out.

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), 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 order 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 demonstratable 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 in order to explain issues, gain insights and develop connections. May represent the department as a prime contact for special projects

Minimum Qualifications:

Bachelor's degree and 3+ years of customer service or related work experience.

OR

Associate's degree and 5+ years of customer service or related work experience.

OR

High school Diploma or equivalent and 7+ years of customer service or related work experience.

Preferred Qualifications:

Customer Service experience in a technology-oriented industry, preferably Semiconductor

BS/BA degree in Business Management, Supply Chain, Finance, Operations or related field

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.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

Pay range:

$73,500.00 - $110,500.00

The above pay scale reflects the broad, minimum to maximum, pay scale for this job code for the location for which it has been posted. Even more importantly, please note that salary is only one component of total compensation at Qualcomm. We also offer a competitive annual discretionary bonus program and opportunity for annual RSU grants (employees on sales-incentive plans are not eligible for our annual bonus). In addition, our highly competitive benefits package is designed to support your success at work, at home, and at play. Your recruiter will be happy to discuss all that Qualcomm has to offer!

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

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