Specialist, Customer Service, TSMC
Job Title:
Specialist, Customer Service, TSMC Job Description:
THE ROLE
Entegris is seeking a Customer Service Specialist to support Entegris ’ customers. This person will need to be based in Arizona but will work remotely. This role independently manages complex customer issues, interprets company policies, and collaborates cross-functionally to ensure customer requirements are met while supporting operational and financialobjectives. The position exercises discretion and independent judgment on matters of significance related to customer experience, order fulfillment, and process improvement.
The ability to speak and understand Mandarin is strongly preferred for this role.
WHAT YOU'LL DO
Customer Issue Management & Resolution
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Independently analyze customer orders andnon‑routinerequests, interpret customer intent and internal business requirements, evaluate operational and compliance implications, and translate approved business requirements into SAP and Entegris processes to supportaccuratefulfillment and businessobjectives.
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Serve as the primary point of contact for assigned customers, independently managingnon‑routineissues, evaluating competing priorities, and determiningappropriate coursesof action to meet customer and business requirements.
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Identifyand monitor shippingand billingholds, account discrepancies, or service risks and take corrective action within assigned authority
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Resolve accounts receivable issues by interpreting policy and coordinating with Finance
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Assess competing customer requirements anddeterminewhich customer commitments should take precedence based on business impact, operational constraints, and strategic considerations
Order & Account Oversight
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Develop and review customer quotationsand deliveraccuratepricing and terms
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Review and evaluate customer purchase orders for alignment withcompliance requirements, exercise judgment to resolve discrepancies or determineappropriate correctiveactions and authorize SAP entryin accordance withcompany policies.
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Analyzeconsignmentinventory usage trends and demand forecasts, evaluate customer and operational requirements, and develop replenishment and min/max recommendations to balance customer service, inventory risk, and businessobjectives.
Policy Interpretation & Business Judgment
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Interpret and apply company policies to unique customer situations
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Recommend policy or process changes to better meet customer and business requirements
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Approve exceptions or escalations within defined guidelines
Cross-Functional Collaboration
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Partner with Production, Logistics, Quality, Finance, and Compliance teams to address critical customer requirements
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Balance customer needs with operational, regulatory, and financial considerations
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Be the voice of the customer in internal alignment discussions
Quality, Returns & Risk Management
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Manage quality notifications and return material processes
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Assess customer impact and determineappropriate correctiveactions
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Apply regulatory knowledge, training, and company guidance to assess customer transactions for export, compliance, and regulatory risk, and exercise judgment to ensureappropriate handlingor escalation ofcompliance‑sensitivescenarios.
Continuous Improvement
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Analyze recurring customer and operational issues toidentifyroot causes
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Recommend and support improvements to workflows, processes, and service models to increase efficiency and reduce cycle time
Other Duties
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Performadditionalresponsibilities as assigned to support departmental and organizational objectives
WHAT WE SEEK
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Education:Bachelor’s degree in Businessor related field, or equivalent professional experience
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Experience: Minimum of 2 years of professional experience in customer service, operations, or related business support roles
Skills:
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Ability to exercise independent judgment and