Cree

Customer Service Representative

US-NC-Durham
Requisition ID
2017-5282
Category (Portal Searching)
Customer Service/Support

Job Description

The primary focus of this position is to provide order fulfillment service to optimize delivery to customer requirements. This includes all purchase order, sales order and forecast management. Additional objectives are to provide continuous support to the sales, technical service group, and accounting for quoting activities, RMA returns/replacements and credit/collection support. The Customer Service Representative acts as a single point of contact for the Cree Customer on all order management activities.

 

RESPONSIBILITIES:

  • Receives telephone, written and sample orders from CREE Sales Organization, Distribution, Dealers and direct trade customers. Ensures reconciliation with purchase order, L/C or wire transfer. Edits and enters order into Access and Oracle databases.  Ensures information integrity.  Follow-up with the customer to obtain needed information, e.g. freight forwarder.
  • Provides appropriate information such as delivery schedules / quotes, prices, discounts, etc. to the customer. Ensures that the customer understands CREE terms and conditions.
  • Checks credit status of customer with Accounting as appropriate
  • Acknowledges / Re-acknowledges order to set customer delivery expectations based on customer requirements and/or an established production plan. Works with the Sales team to establish priorities and administer product allocation when the demand is greater than the supply of the product.
  • Analyzes and resolves order problems which may either be system or customer related. Reconciles reports which tracks system inaccuracies or imbalances
  • Update systems, maintains customer order files, prepares reports and systematically documents phone conversations in accordance with established business controls
  • Actively participates in customer visits when necessary and may include travel to customer sites
  • Develop and maintain required order administrative Sarbanes Oxley business controls per company policies and procedures.
  • Provides basic technical support, per established procedures, as warranted by the customer. This includes quickly identifying the depth of the problem and, if required, introducing the customer to the Technical Support Group
  • Provide post shipment support or problem solving to achieve customer satisfaction, e.g. sample / no charge shipments, tracers, POD’s, shipment error correction, product recall, etc.
  • Manages Customer Service aspects of Customer report card. Report card may include performance to customer request date, performance to Cree commitment, performance to published lead-time, TAT, improvement in lead-time, flexibility, responsiveness and ease of doing business.

 

MINIMUM QUALIFICATIONS:

  • 4 year college degree (business or math preferred) or equivalent experience in Customer Service
  • 0-4 years experience in either production control or order administration
  • Effective communication
  • Must be able to work independently
  • Must be able to work in a fast paced environment with multiple priorities
  • Must be able to interface cross functionally across the organization. This includes working within a team environment to meet the objectives.
  • Must be able to understand written processes and procedures for Sarbanes Oxley and other internal policies and procedures
  • Attention to detail
  • Efficient in MS Office and Oracle experience is highly desirable

 

Disclaimer:

The above statements are intended to describe the general nature of and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills of personnel so classified. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.

 

Overview

Since our beginning 30 years ago, we have introduced innovative and disruptive solutions that enable a more efficient, productive and safer world. We continue our leadership in developing market-leading lighting-class LEDs, lighting products and semiconductor products for power and radio frequency (RF) applications. We believe in unlocking the power and potential of technology, enabling the world to do more with less. We aim to transform the way people experience light and are also leading the innovation of Power/RF products that move us toward a more energy efficient future.

Be part of our future and have a direct impact while working for an organization that provides a place to work alongside brilliant people, a competitive total rewards package, and a problem solving culture. We invite you to submit an application if you feel we would be a good fit.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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