Customer Service Rep

JOB DESCRIPTION:

To provide benchmark customer service support for assigned accounts by efficiently applying Texas Instruments and Distributor Resources to maximize TI distributor market share and resale growth and through tactical order processing and management. 

 

RESPONSIBILITIES:



 

· Furnishes a prompt and courteous response to customer, providing positive

problem - solving assistance.

 

· Respond to expedites and order maintenance requests from distributors and TI field – ensure 4hr turn around on any expedites not requiring planner involvement.

 

· Answer order expedites received from assigned distributors by checking status of specific order planned shipment using various status screens and/or inputs from planning.

 

· Manage workflow task (correcting order input, changes order and CEP errors) daily.

 

· Facilitate the creation of quality or negotiated RMRs documents.

 

· Take ownership and accountability for all order management issues such as EPSD, ship ahead window, transit time calculation, COW, etc) and drive resolution of issues.

 

· Interface with SBE planning and PDC shipping on specific order questions: (ex., shipping waivers, date code issues, lost shipments.

 

· Assist in entering orders that require entry outside of the normal flow due to missing DBP, not O.K. to order, obsolete, below minimums, etc.

 

· Understand distributor strategies, processes and systems for ordering.

 

· Give product availability on items not shown on availability screen.

 

· Coordinate with PDC for same day shipment (red tag) when needed and for monitoring shipment of hot orders to insure commit happens as promised.

 

· Manage backlog activity proactively using ZVR403A/B (Order problem report) in an effort to identify and correct problem orders before they create delivery issues.

 

· Review backlog reports (spreadsheet from operations), VA05 or the ZVR118a and the SCP screens to evaluate/communicate the impact of any miss match between availability and requirements.

 

· Knowing and understanding who our top end customers are in order to provide superior customer service.

 

 

ROLE DOES NOT INCLUDE:

· Quoting activities, except where critical in accomplishing any of above responsibilities. Expectation is that RBS will assist as necessary as ultimate accountable party to market share position in assigned territory.

 

KNOWLEDGE & SKILLS NEEDED: (Must have demonstrated in the last 6 months)

 

· Professional & positive attitude, phone etiquette

· SAP/systems, email, web, excel, proficiency

· Ability to clearly communicate commitments and plans via email, phone, voice.

· Stress management and time management

· Ability to prioritize and multi-task, organized

· Anticipates problems - Tactful, prompt, thorough

· Learns quickly

· Product and/or market knowledge

· Negotiation skills

· Have a basic knowledge of planning and PDC systems.

 

RECOMMENDED EXPERIENCES:

· Customer support and sales experiences

· Multi-tasking

· Team collaboration

· Process-improvement team participation

 

HOW ROLE WILL BE MEASURED:

· Feedback from distributors, Field & other Tiers

· Efficiency with TI tools (certification, and teaching requirements (internal and external))

· Ability to carry a typical workload (based on market, resources and other factors)

 

CRITICAL RELATIONSHIPS FOR SUCCESS:

· Distributor counterparts

· Field Sales

· Reps

· LBE pricing specialists

· Peers/Others in ADG