Specialist, Customer Service

About the Role

Entegris is seeking a Customer Service Specialist to support and strengthen relationships with our customers. This role serves as a key point of contact for complex customer needs, working with internal teams to resolve issues, clarify policies, and ensure a smooth order fulfillment experience. The Customer Service Specialist applies sound judgment and initiative in day-to-day decision-making, balancing customer expectations with operational priorities and business goals. The position also contributes to continuous improvement efforts that enhance the overall customer experience.

Key Responsibilities

Customer Issue Management & Resolution

• Independently analyze customer orders and non-routine requests, interpret customer intent and internal business requirements, evaluate operational and compliance implications, and translate approved business requirements into SAP and Entegris processes to support accurate fulfillment and business objectives.
• Serve as the primary point of contact for assigned customers, independently managing non-routine issues, evaluating competing priorities, and determining appropriate courses of action to meet customer and business requirements.
• Identify and monitor shipping and billing holds, account discrepancies, or service risks and take corrective action within assigned authority
• Resolve accounts receivable issues by interpreting policy and coordinating with Finance
• Assess competing customer requirements and determine which customer commitments should take precedence based on business impact, operational constraints, and strategic considerations

Order & Account Oversight

• Develop and review customer quotations and deliver accurate pricing and terms
• Review and evaluate customer purchase orders for alignment with compliance requirements, exercise judgment to resolve discrepancies or determine appropriate corrective actions and authorize SAP entry in accordance with company policies.
• Analyze consignment inventory usage trends and demand forecasts, evaluate customer and operational requirements, and develop replenishment and min/max recommendations to balance customer service, inventory risk, and business objectives.

Policy Interpretation & Business Judgment

• Interpret and apply company policies to unique customer situations
• Recommend policy or process changes to better meet customer and business requirements
• Approve exceptions or escalations within defined guidelines

Cross-Functional Collaboration

• Partner with Production, Logistics, Quality, Finance, and Compliance teams to address critical customer requirements
• Balance customer needs with operational, regulatory, and financial considerations
• Be the voice of the customer in internal alignment discussions

Quality, Returns & Risk Management

• Manage quality notifications and return material processes
• Assess customer impact and determine appropriate corrective actions
• Apply regulatory knowledge, training, and company guidance to assess customer transactions for export, compliance, and regulatory risk, and exercise judgment to ensure appropriate handling or escalation of compliance-sensitive scenarios.

Continuous Improvement

• Analyze recurring customer and operational issues to identify root causes
• Recommend and support improvements to workflows, processes, and service models to increase efficiency and reduce cycle time

Other Duties

• Perform additional responsibilities as assigned to support departmental and organizational objectives

Qualifications

• Education: Bachelor's degree in Business or related field, or equivalent professional experience
• Experience: Minimum of 2 years of professional experience in customer service, operations, or related business support roles

Skills

• Ability to exercise independent judgment and discretion
• Strong analytical and problem-solving capabilities
• SAP experience preferred
• Proficiency in Microsoft Office
• Experience in manufacturing or ISO-regulated environments preferred

Success Measures

• Effective resolution of complex customer issues
• Sound decision-making aligned with business and operational goals
• Improved customer experience and service efficiency
• Strong cross-functional collaboration and process improvement contributions

What We Offer

Our total rewards package goes above and beyond just a paycheck. Whether you're looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.

• Compensation: $68,500 - $75,000 per year with actual pay dependent on candidate overall skills for the role
• Annual bonus eligibility
• Progressive paid time off policy that empowers you to take the time you need to recharge
• Generous 401(K) plan with an impressive employer match with no delayed vesting
• Excellent health, dental and vision insurance packages to fit your needs
• Education assistance to support your learning journey
• A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence

• Entegris does not provide immigration-related sponsorship for this role. Do not apply for this role if you need Entegris immigration sponsorship (e.g., H1B, O1,TN, F1, CPT, STEM OPT, J1 E3, etc.) now or in the future.
• #LI-BS1