Customer Solutions Specialist II

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success – join us today!

UCT is looking for a talented Customer Solutions Specialist II to join us in Cebu!

The Customer Solutions Specialist II serves as a key liaison between customers and internal teams, ensuring accurate order processing, timely issue resolution, and proactive communication. This role manages customer complaints, coordinates cross-functional responses, and maintains detailed records to support operational efficiency. The specialist leads customer meetings, supports quoting and billing processes, and drives customer satisfaction through effective problem-solving, data analysis, and relationship management.

Essential Duties And Responsibilities

• Performs Order Accuracy Review to ensure all order details are accurate.
• Position is required to be on-site at the UCT Services facility assigned to closely collaborate with production, quality, sales, and logistics to quickly coordinate & resolve issues. Handling customer complaints effectively is crucial. CSS investigates issues, communicates with relevant departments to find solutions, escalates as appropriate, and ensures customers are satisfied with the resolution.
• Handles incoming orders from customers via customer communication, ensuring accuracy and timely processing. This includes entering orders into the system, verifying pricing and availability, and coordinating with other departments like production and shipping.
• Coordinates with Sales and Engineering to ensure the customer provides the information required to issue a quote
• Coordinates customer orders, working with operations to meet plant lead times and communicate commitments to the customer. Keeps customers informed of their orders, updates delivery times, and any potential delays. CSS maintains clear and proactive communication with customers to manage expectations and build trust.
• Keeps accurate records of customer interactions, orders, and complaints. CSS may also generate reports on key metrics such as on-time delivery, order turnaround time, customer satisfaction scores, and response times.
• May be required to download and upload customer data to and from customer portals.
• Leads customer conference call meetings to provide open order status updates as required.
• Works with operations to provide expedites when possible. Ensures orders are billed accurately for any expedites or change requests.
• Follows up with customers to close order documentation gaps and disposition part cleaning issues so that orders are completed and shipped on time.
• Prepares documents/trouble tickets related to processing returns (RMA/FOI).
• Works with the sales and credit department to resolve customer payment issues as requested.
• Completes forms for new accounts, credit applications, and other applicable approvals as assigned.
• Serves customers by answering product and service questions, including providing information on other products and services.
• Maintains customer records by updating account information.
• Nurtures relationships with key customers by understanding their needs, preferences, and buying patterns. This involves proactive outreach, follow-up on orders, and identifying opportunities for upselling or cross-selling products and solutions where appropriate.
• Maintains financial accounts by processing customer adjustments through to the credit department.
• Prepares product or service reports by collecting and analyzing customer order information.
• Resolve credit issues when needed, including creating credit memo requests.
• Effectively make decisions to support customer requirements while balancing them with the needs/procedures of the company.
• Collect and analyze forecast data and/or metric scorecards received from customers.
• Skilled at communicating and managing multiple customers and tasks with little to no supervision.
  
  

Required Qualifications & Skills

• Associate’s Degree or equivalent experience
• Minimum 1 year customer service experience
• Intermediate skills in Microsoft Office: Microsoft Word, Office, PowerPoint, Excel
• Effective oral and written communication skills
• Detail-oriented and organized
• Comfortable working on multiple projects simultaneously
• Effective in a fast-paced work environment
• Positive attitude
• Highly responsible and dependable
• Effective time management skills and sense of urgency
• Strong planning and scheduling capabilities
• Problem-solving skills
  
  

Preferred Qualifications & Skills

• College Degree or equivalent experience
• 3 years of customer service experience
• Experience with order processing software, Oracle Netsuite, SAP
• Experience with RMA procedures
• Skills in inside sales, customer service, account management, business development, and customer support
• Semiconductor industry experience
  
  

Schedule

• Working hours are typically 8 am-5 pm, Monday – Friday; however, this may be adjusted based on customer needs.
• May be required to work on rotating weekend coverage.
• May be required to work holidays per the Manager's scheduling.
• Supports coverage for CSS staff on PTO, travel, etc., per Manager scheduling.
• Coordinates PTO with the Manager and back up to ensure account coverage.
• This role is required to be on-site at the UCT Services facility, assigned 5 days a week.
  
  

Physical Demands and Working Conditions

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• May involve exposure to moderate noise levels from printers, faxes, computers, etc.
• Works in an office environment; however, will need to go onto the manufacturing floor and/or warehouse to investigate issues.
• Work may require the ability to lift 10-20 pounds infrequently.
  
  

Travel Requirement:

• None
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.