Account Support Specialist

THE ROLE

The Customer Operations Specialist is responsible for efficiently and effectively managing overall operations between AMD and accounts. They maintain a thorough knowledge of the customers business and strategies. The Customer Operations Specialist builds and sustains strong relationships at operational and managerial levels within both the Customer’s and AMD’s organization. They leverage these relationships to manage expectations, improve operations, and resolve order, supply, delivery, forecast and other operational issues.

KEY RESPONSIBILITIES

Customer Support

• Receive customer order information and enter requests into SAP in accordance with operational procedures and service level agreements
• Process order related data from customer and AMD requests quickly and accurately into various systems
• Understand terms, conditions and account instructions for each customer in order to change, cancel, or maintain orders
• Understand Return Material Authorization (RMA)process to properly create and route returns from customers to AMD
• Develop strategic relationships with the customer to increase customer satisfaction and facilitate business opportunities
• Address customer’s inquiries; communicate with customers and internal teams including Sales, Business Units, Planning, Logistics, Finance and other organizations
• Collaborate internally and externally to prevent issues; investigate and provide soultions for customer escalations
• Collaborate with customers to drive process improvement and minimize operational costs
• Support revenue attainment by identifying supply risks and business opportunities

Reports & Data

• Compiles and analyzes internal KPIs, customer, and operational metrics to make business decisions
• Support revenue attainment, projections, and End of quarter update
• Utilize customer reports to analyze account and AMD performance

Systems

• Optimize customer experience by increasing utilization of automated systems such as portals and B-to-B
• Collaborate with cross-functional teams to drive process improvements and efficiencies

Order Processing

• Validate and enter hub pulls, orders, distributor price agreements, and returns ensuring accuracy and compliance with applicable laws, and AMD terms and conditions.
• Review RMA requests, manage exceptions, and discrepancies according to AMD policy

PREFERRED EXPERIENCES

• Able to contribute in process improvement through solid knowledge of business practices and procedures
• Utilize basic problem solving skills and implementing solutions
• Develop better relationships to increase customer satisfaction with internal and external customers
• Ability to clearly communicate (written and verbal)
• Exhibits strong level of accountability
• Seeks to continually improve themselves
• Flexible and able to manage through ambiguous circumstances
• Working knowledge of SAP and planning systems is preferred

ACADEMIC CREDENTIALS

• Bachelor’s degree with related industry experience

LOCATION

Singapore