Senior Specialist I, Customer Service

Position summary

The CKM Operations Specialist serves as the key account to drive CKM HVM end-to-end kits operations — from SAP order fulfillment to cross-functional department coordination — ensuring on-time tool PM execution and high customer satisfaction.

Job Description

Kits & Repair Management

• Create tracking reports to monitor the status of customer kits, repairs, RMAs, and service requests processing
• Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand.
• Ensure accurate PM (preventive maintenance) activity reporting and data sharing with internal teams, external vendors, and customers.

Order fulfillment

• Create and maintain accurate Sales Orders and Reports within SAP.
• Co-work with planner/ logistic team for kits-level discrepancies between physical and system inventory records.

Cross-Functional Coordination

• Collaborate with business development and account teams to align on customer service level agreements for spares and execute processes accordingly.
• Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution.
• Independently facilitate cross-regional meetings to ensure alignment on global operation goals.

Customer Relationship

• Proactively escalate and follow up on customer requests via phone & email to ensure timely resolution.
• Cultivate a deep understanding of customer requirements and build strong customer relationships.

Experience

6-10 years customer service within a high-tech environment is required or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved.

Required Qualifications

• Bachelor’s or master’s degree in supply chain, Business, or a related field
• 6–10 years of experience in customer service, order fulfillment, material planning, or supply chain
• Experience in end-to-end CKM kit management and allocation is preferred
• Structured and collaborative problem-solving skills leveraging analytics
• Experience in working with SAP and Microsoft Office (Excel, Word, PowerPoint)
• Excellent communication skills, including professional English proficiency (written and spoken) to support global collaboration

Preferred Qualifications

Knowledge of supply chain, inventory management, or customer operations.

Project management experience.