Job Information
Advanced Energy Senior Customer Support Representative in Milpitas, California
Senior Customer Support Representative
ABOUT ADVANCED ENERGY
Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.
POSITION SUMMARY:
The Customer Support Representative is a critical member of the Account Support Management Team. Working with the Regional Sales Manager (RSM) and the Sales Team this position is responsible for coordinating the Inside Sales activities to ensure the highest level of customer service is provided to the assigned account(s). Provide the RSM with a regular update of the account’s performance compared to plan. This position is posted and accepts applicants in the Bay Area, California as well as Denver & Fort Collins, CO.
RESPONSIBILITIES:
Providing a high standard of customer service with each account partner
Managing product availability - responsibility for continuous inventory support to customers
Providing information to the weekly reviews with account team on product availability for direct or hub customers
Managing customer costs, including assessment of airfreight or premium charges, as needed
Maintaining an excellent working relationship with appropriate factory contacts at all levels
Acting as a point of escalation for the account team when schedules are compromised, or information is needed
Resolving all conflicting information received from account team in a timely manner
Understanding the terms and conditions of the AE/Global Account
Maintaining the highest level of customer data integrity in the Company’s databases and providing accurate and timely customer account information as required
Sales forecasting – supporting accuracy of the assigned accounts
Using customer relationships, historical knowledge as well as current business trends to understand customer forecast and translate their demand into a realistic requirement
Updating any forecast changes with the demand team as they occur
Accurate customer pricing – working with the Account Manager / Marketing to ensure accurate pricing is loaded correctly in the system in a timely manner
Assisting Sales to keep SFDC data current Support Customer Reporting Requirements
Provide accurate data to create/change Customer Master Data
Assisting the New Product teams by ensuring development POs are received, processed and billed in a timely manner
Supporting the Company’s business goals for global account revenue, inventory turns and cash collection Supporting end of life (EOL) activities to minimize obsolete inventory
Developing a strong working relationship with the customer team
Initiating customer meetings to discuss forecast vs. order coverage, hub pulls or increases/decreases in demand
Working closely with the internal and external Sales Team on all aspects of sustaining business to ensure customer satisfaction and meeting sales goals
Maintaining timely and open communication with the customer and colleagues
WORK ENVIRONMENT:
Location: Bay Area, CA, Denver or Fort Collins, CO
Environment: Remote work environment, home office
EXPERIENCE:
4 or more years of related experience providing customer service in the Semiconductor and Industrial market spaces.
Knowledge of distribution channels and contracted sales representative relationships
Ability to conduct and manage customer meetings
Very good working knowledge of SAP and SFDC required
Strong organizational skills, a proactive personality, and an ability to work independently
Displays ability to communicate at all levels across the business
Proficiency in Microsoft Office
COMPENSATION:
As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $ to $ per year.
BENEFITS:
As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan.
In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:
Medical - multiple medical plans are available to choose from
Short and long-term disability and life insurance
Health savings and flexible spending accounts
Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
8 hours of paid volunteer time off
8 weeks of paid parental leave for both Moms and Dads
Company matched 401(k)
Tuition reimbursement
Expanded mental health coverage and employee assistance programs
Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance
Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status.
Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to HumanResources@aei.com
Applications will be accepted through September 30, 2024 unless the position is filled prior to this date. The company reserves the right to review applications at any point after they are submitted.
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