Job
Description
Manage delegated customer service activities using Qualcomm systems (Oracle ERP, Rapid Response, SAP, Salesforce, Agile, etc.) including forecasting, order management, supply-demand changes, PCNs, RMAs, and export compliance. Support internal processes for new customer creation, contracts, order management, and forecast to shipment/return tracking. Handle SIP, distributor claims, pricing & quotes, master data management, and Salesforce administrative reviews. Track and report regional forecast accuracy and consumption to Customer Service and Sales teams. Proactively manage and monitor customer orders (purchase order entry, change orders, scheduling) and resolve issues pre-shipment. Support sales efforts related to demand changes, product compliance, and environmental requirements as delegated. Liaise with Quality, Engineering, RMA, Finance, analyze data, identify trends, and submit RMA requests as needed. Maintain thorough knowledge of all business systems, processes, and procedures; provide training to team members when requested. Perform other duties as assigned by the global Customer Service team. Job Specifications: Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint, MS Teams). Experience with Oracle ERP, Salesforce, Rapid Response, Demantra, SAP is advantageous. Strong analytical skills to identify root causes and provide feedback/solutions to complex problems. Adapt quickly to new systems, processes, and policies. Remain calm under pressure and maintain attention to detail. Excellent multitasking and prioritization skills; able to make quick, accurate decisions. Strong communication skills for clear, accurate interaction across cultures and mediums (in-person, written, teleconference). Demonstrated ability to collaborate inclusively, build trusting relationships, and represent the department in special projects. Education & Experience: Minimum 8+ years experience in Business Operations, Customer Service back office within technology industry; semiconductor industry preferred. Experience leading teams and people management. Master's degree in Business Management, Analytics, Supply Chain, or Operations. Proficient in planning, prioritization, and quality timely output. Positive attitude with willingness to learn and upskill in tools like Tableau, Power BI. Flexibility for evening calls for HQ reviews and transition meetings. Strong problem-solving, analytical, and conceptual skills. Excellent verbal and written communication skills.
