Customer Service Representative-1

About the role:

• The Customer Supply Representative (CSR) is the primary contact to Nexperia's customers to ensure excellent levels of supply assurance, increasing both customer loyalty and sales potential. The role is responsible for handling and coordinating customer inquiries in the area of ordering, demand forecasting, shipping, billing issues, and complaints. The CSR is generally dedicated to a specific portfolio of (one or more) customers and responsible for developing a strong customer relationship. In addition, each CSR can and will be given tasks that support the team as a whole in our effort to provide best in class support.

What you will do:

• Develop and maintain a professional and positive relationship with key customer contacts and counterparts in Account teams, Business Groups and Support Teams at all times

• Process customer orders in SAP and ensure compliance and ensure compliance and controls including terms and conditions, allowed ship dates, and order change windows

• Provide customers with prompt, early and accurate information regarding status of orders, supply, issues, and complaints
• Pursue the customer for increased order coverage where gaps exist compared to lead-time, forecast or contract data
• Resolve customer complaint, return and invoice query requirements by clarifying customer's complaint
• Drive activities to achieve benchmark levels of delivery performance
• Understanding customer demands, supply capabilities, and coordinating activities to meet customer demands, including regular production, new products and end of life
• Develop and implement strategies to best meet customer demands including strategies and processes like collaborative forecasting, consignment- and JIT programs
• Drive regular customer logistics review meetings and provide regular service updates. Prepare relevant material to facilitate discussion on performance, order coverage, lead-time review and forecast
• Execute tasks to support tactical sales initiatives when needed pull-forward mismatched delivery commitments, and promotion of product availability
• Analyze service performance from logistics data, NPS, customer KPIs and other customer feedback. Define and implement continuous improvement actions.

What you will need:

• Bachelor's degree in Business, Supply Chain, Engineering, or a related field.
• Minimum of 3 years' experience in high-end customer service, supply chain & logistics, or sales, preferably within the High-Tech or Automotive industry
• Advanced Excel proficiency with strong analytical skills
• Knowledge of SAP (or other ERP systems)
• Experience using reporting tools
• Understanding of supply chain processes
• Fluency in English; additional language skills are an advantage
• Strong communication skills and customer-focused mindset

Talent acquisition based on Nexperia vacancies is not appreciated. Nexperia job adverts are Nexperia copyright material and the word Nexperia is a registered trademark.

D&I Statement

As an equal-opportunity employer, Nexperia values diversity not just because it is the right thing to do but because diverse teams perform better. We are dedicated to being inclusive, and a proof point of this dedication is that we were the main partner of the very first Dutch Paralympic Team NL House during the Paris 2024 Paralympic Games. Our recruitment process is inclusive and accessible to all, and we consider all applicants fairly, as well as providing a safe work environment and reasonable adjustments where requested.

In addition, we offer our colleagues the possibility to join employee resource groups such as the Pride Network Group or global and local Women's groups. Nexperia is committed to increasing women in management positions to 30% by 2030.