Senior Cusotmer Business Operation Specialist

This role serves as primary customer interface for customers related to parts agreement, On-Demand engagement, service and labor dispatch and managing a broad spectrum of requests. Manage escalations from internal and external customers, ensuring timely resolution, clear communication, and maintaining customer trust. Combining frontline service with subject matter expertise, the role drive improvements in order management processes, customer experience, and operational efficiency by leading and supporting key projects.  Responsible for customer services, billing and consignment inventory reconciliation, system maintenance, data analysis and reporting, process documentation and training, contributes to system enhancement initiatives and audit readiness, ensures policy compliance, and supports the achievement of organizational KPIs and objectives. Proposes optimal operational processes tailored to each customer and country-specific context within global projects and programs, ensuring alignment with local requirements and business objectives.
Job Scope - 
1.    Perform customer services tasks incl. account identification, entitlement check, quote, order, expediting, delivery, billing, return, repair, dispatch, respond to customer inquiries and resolve customer issues by working with FSO, Logistics, Order Fulfillment, Trade, Engineering, Purchasing, Supply Chain, Sales, Marketing, SBU, Finance, operation teams etc..    
2.    Act as a key resource to the manager by supporting team alignment, driving operational improvements, and resolving complex issues. 
3.    Develop and standardize training materials and process documentation to support team learning and consistency.
4.    Collaborate with stakeholders to influence resource allocation, process development, and delivery commitments.  Lead cross-functional collaboration to resolve complex issues and drive expedition strategy.
5.    Handle complex customer requests, manage multi-site scenarios involving quotes, orders, billing, return, repair, dispatch, customer master and entitlement.
6.    Contribute to system testing (RIT/UAT) and proactively resolve recurring system issues (e.g., B2B, ordering, quote, return, reconciliation, ASN), recommending improvements.
7.    Ensure operational processes meet compliance requirements and actively contribute to functional KPIs and strategic goals.
8.    Analyze data and generate reports to enable data-driven decisions, support operation management and improvement. 
9.    Strengthen customer relationships and maintain strategic communication with key partners and customers to resolve complex issues and drive improvement.

Qualifications - 
    5+ years of working experiences in customer service, business operation, order management, supply chain, project management.  
    Excellent written and spoken communication, with the ability to use positive language effectively. Customer-Centric Mindset, demonstrating patience, understanding, and strong listening skills. Prior experience in customer service is a plus.
    Strong detail orientation, proactive approach to tasks and challenges, high level of professional engagement, and consistent responsiveness in fast-paced setting
    Understanding of supply chain processes and overall spares & services business operations. Experience in project management and familiarity with SAP/CRM systems are pluses
    Exceptional problem-solving abilities, strong logical reasoning and analytical skills
    Demonstrates collaborative team work, inclusive and mutual respect in diverse, cross-functional environments.  
    Strong spoken and written English skills (TOEIC score of 750 or above).
    Semiconductor industry experience is a plus.

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Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.