Lead, Customer Service Representative

Location: 

San Diego, CA, US

pSemi Corporation is a Murata company driving semiconductor integration. pSemi builds on Peregrine Semiconductor’s 30-year legacy of technology advancements and strong IP portfolio but with a new mission—to enhance Murata’s world-class capabilities with high-performance semiconductors. With a strong foundation in RF integration, pSemi’s product portfolio now spans power management, connected sensors, optical transceivers, antenna tuning and RF frontends. These intelligent and efficient semiconductors enable advanced modules for smartphones, base stations, personal computers, electric vehicles, data centers, IoT devices and healthcare. From headquarters in San Diego and offices around the world, pSemi’s team explores new ways to make electronics for the connected world smaller, thinner, faster and better.

Job Summary

This position is championing pSemi’s customer needs. The Lead Customer Service Representative is responsible for leading a team of Customer Service Account Representatives and for general order management. The assignments include, but are not limited to, measuring key performance indicators that relate to customer satisfaction, Oracle order entry, maintenance, PSI review, working with cross-functional teams within the company, and CRD optimization. The Lead Customer Service Representative will be the escalation point for pSemi’s customers and distribution partners and outside sales team.  Additional responsibilities include following company’s documented policies and procedures and work with the sales operations team to maintain the procedures up to date and clear from ambiguity. There will also be coordination and participation in manager assigned special projects. This position reports directly to the Senior Director, Strategic Account Management.

 

Roles & Responsibilities

This position has responsibility for:

  • Leading the day-to-day operations of the account reps., setting expectations and ensuring goals are being met
  • Assist customers for inquiries, such as expedite requests, delivery, or quality issues/concerns
  • Identify and analyze delivery delays and errors, and work cross-functionally to ensure timely delivery
  • Improve sample process and find ways to continuously improve this process 
  • Update & maintain all official process documentation in the company's system of record 
  • Represent the Sales team in audits relating to Order Acceptance and Acknowledgement procedures 
  • Comply with export laws and regulations as they relate to sales and customer product requests,   partnering with the company's Export Compliance Officer/Council 
  • Oracle Report review, validation, & maintenance (Backlog, Ship Report, and PSI)
  • Work with Sales/Customer/FAE on RMA’s (using our system of record) and coordinates with the Quality team on Failure Analysis requests
  • Collaborate with various functional departments within the Company, as needed, to support customer requirements
  • Maintain customer records in the ERP system
  • Maintain Price in Oracle and Murata system
  • Coach, support junior reps
  • Identify and promote Improvement Plans
  • Other duties as assigned

 

Competency Requirements

In order to perform the job successfully, an individual should demonstrate the following competencies:

  • Championing Customer Needs: Calls attention to issues that impact customer satisfaction; views thing from the perspective of customers; encourages people to think about customers when making decisions
  • Working with Ambiguity: Achieves forward progress in the face of poorly defined situations and/or unclear goals; able to work effectively with limited or partial information
  • Delivering High Quality Work: Critically reviews work processes to ensure quality; addresses problems that could impact quality; makes sure project deliverables and services meet all requirements and expectations; does not make the same mistakes twice
  • Serving Customers: Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages customer expectations
  • Critical Thinking:  Skilled at finding logical flaws in arguments and plans; identifies problems and solutions that others might miss; provides detailed insight and constructive criticism into problems and complex situations

 

Minimum Qualifications (Experience and Skills)

  • Typically requires 6 to 8 years of years of customer service-related experience
  • 5+ years of experience with ERP System and order management
  • Experience with Microsoft Office (Excel)
  • Ability to work with accuracy and speed
  • Ability to multi-task
  • Interpersonal skills and a team player

 

Preferred Qualifications

  • Oracle Order Management preferably in version R12
  • Intermediate Microsoft Office (Excel)

 

Education Requirements

  • High School diploma or equivalent. Bachelor’s degree preferred

 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

 

Minimum salary:  $95,199

Maximum salary: $133,287

 

 


pSemi Corporation supports a diverse workforce and is committed to a policy of equal employment opportunity for applicants and employees. pSemi does not discriminate on the basis of age, race, color, religion (including religious dress and grooming practices), sex/gender (including pregnancy, childbirth, or related medical conditions or breastfeeding), gender identity, gender expression, genetic information, national origin (including language use restrictions and possession of a driver’s license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, legally-protected medical condition, military or veteran status (including “protected veterans” under applicable affirmative action laws), marital status, sexual orientation, or any other basis protected by local, state or federal laws applicable to the Company. pSemi also prohibits discrimination based on the perception that an employee or applicant has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Note: The Peregrine Semiconductor name, Peregrine Semiconductor logo and UltraCMOS are registered trademarks and the pSemi name, pSemi logo, HaRP and DuNE are trademarks of pSemi Corporation in the U.S. and other countries. All other trademarks are the property of their respective companies. pSemi products are protected under one or more of the following U.S. Patents: http://patents.psemi.com

Minimum Salary:  95,199.00
Maximum Salary:  133,287


Nearest Major Market: San Diego