Specialist 3, Customer Operations

Job Description

Specialist 3, Customer Operations

Job Summary

The Customer Operations oversees end-to-end account operations, supply chain coordination, and revenue tracking. This role ensures seamless customer onboarding, demand-supply alignment, and resolution of customers’ requests while driving process efficiency and compliance.  

Job Description

1. Customer Ops Account Management  

- Manage customer onboarding process. Work with internal teams to set up EDI, VMI hub, etc.

- Oversee order booking, rescheduling (pull-ins/push-outs), backlog maintenance (pricing, credit blocks,

ship date, etc), shipment and RMA (Return Merchandise Authorization) process.  

- Full Order-to-Cash involvement

- Update supply commits, ASN (Advanced Shipping Notice) to customers.  

- Resolve customer queries and escalations.

- Track qualification status, manage supply disposition for quality incidents/stop-ship scenarios.   

- Regular meeting with customers, customer QBRs, supply chain workshops, etc 

2. Demand, Allocation & Supply Management  

  - Monitor customer forecasts, track RFQ/SFT updates, and drive quarterly/monthly supply planning against sales targets.  

  - Share supply status with stakeholders.  
3. Revenue Management

  - Drive ship linearity, update revenue tracking reports, and resolve issues impacting revenue (e.g PO delays, quality concerns).  

  - Conduct quarterly Incoterm compliance checks.  

4. Systems & Process Optimization

  - Utilize ERP systems, customer portals, and central planning tools to streamline operations.  

  - Identify process gaps and implement improvements for workflow efficiency.  

5. AI enabled operations, eg: AI assisted reporting, automation & productivity tools, etc

6. COMMERCIAL

 - Revenue ownership, Net Pricing, Rebates, Strategic pricing & Share of wallet growth

- PAC Ownership & Contract Literacy & Commercial negotiation

 - Competitive Tracking & Market Intelligence, MDF management, 

Qualifications

• Bachelor’s degree in Supply Chain, Business, or related field.
• 2~10 years in customer operations, account man4agement, supply chain roles in the industry of Semiconductor, etc; Experience with MNC will be a preferable plus;
• Fluent in English (written and verbal) for daily communication, reporting and documentation, proficiency in Japanese will be a plus.
• Proficiency in ERP systems (e.g., SAP, Oracle), central planning, EDI/VMI platforms, and MS Office
• Strong analytical, Willingness to learn, problem-solving, cross-functional collaboration abilities, Resilience under pressure, Driving results.

Additional Information

WD thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

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