Customer Relationship Specialist

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At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries – we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

Job Description Summary

The Customer Experience Organization is seeking a motivated and detail-oriented Customer Relationship Specialist focusing on the Semiconductor businesses in the Americas. This role aims to drive business results and enhance customer experience in a competitive market environment.

The successful candidate will play a pivotal role in managing top tier, key customer accounts by overseeing order and supply status, employing analytical skills to assess delivery-to-promise performance, and translating insights into operational support and commercial strategies. The specialist will collaborate closely with Supply Chain, Commercial, Customer Service Representatives, and Logistics to fulfill customer needs effectively and enhance overall operational efficiency. This role offers an exciting opportunity for individuals who thrive on improving customer satisfaction and commercial excellence processes.

Key Responsibilities:

• Cross-Functional Collaboration: Partner with Supply Chain, Customer Service, and Commercial teams to enhance operational efficiency to address specific customer needs.
• Root Cause Analysis:
  • Conduct data reviews to identify patterns in order data (regions, SKUs, customers, timeframes).
  • Collaborate with cross-functional teams to identify causes of delays related to inventory shortages, production constraints, inaccurate lead times, or process errors.
• Customer Communication Support:
  • Proactively manage and communicate critical orders and revised delivery dates; review capacity constraints and customer inventory levels.
  • Escalates and helps prioritize critical customers or strategic accounts for expedited handling
• Order Prioritization & Allocation:
  • Enforce business rules for order allocation based on revenue impact and customer tier during supply constraints.
  • Engage in scenario planning to evaluate fulfillment options and communicate tradeoffs to Sales leadership.
• Process & System Accuracy:
  • Validate lead times, shipping conditions, and ATP settings in CRM/ERP systems to ensure accuracy.
  • Ensure compliance in order entry aligned with contractual terms.
• Reporting & Visibility:
  • Maintain a Late Order Dashboard for real-time visibility to Sales leadership and Customer Service.
  • Track performance metrics such as OTIF (On-Time-In-Full), backlog aging, and root cause categories for ongoing improvement initiatives.
• Continuous Improvement:
  • Document lessons learned and integrated insights into Sales & Operations Planning (S&OP) processes.
  • Review and refine order promising rules and escalation protocols for continuous operational enhancement.
• Customer Engagement: Improve customer experience by addressing inquiries, understanding their needs, and gathering market intelligence.

Minimum Skills Required:

• Strong interpersonal, verbal, and written communication skills for effective interaction with customers and internal teams.
• Proven ability to collaborate across various teams, including sales, supply chain, logistics, marketing, finance, and customer service.
• Proficient in data analysis and reporting to enhance delivery performance.
• Ability to manage multiple tasks and prioritize deadlines effectively.
• Skilled in identifying areas for improvement and developing actionable solutions.
• Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, and Word.
• Familiarity with enterprise technologies and systems (e.g., SAP, Order-to-Cash processes, SharePoint); Salesforce.com experience is a plus.
• Understanding sales processes to align operational strategies with business objectives.
• Demonstrated flexibility and adaptability in a fast-paced, dynamic environment.
• Preferred experience in customer service, logistics, operations, or manufacturing.
• Proficiency in English is required; additional language skills are a plus.

Additional Information:

• Customer travel may be required.

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Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.

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