Customer Service Representative

Business Unit: MAESDivision: Packaging & Board AssemblyChallenge Yourself and Impact the Future!

MacDermid Alpha Electronics Solutions, a business segment of Element Solutions Inc (NYSE: ESI), is renowned worldwide for its commitment to revolutionizing the electronics industry. With a legacy spanning over a century, we have continually set new benchmarks for excellence, reliability and sustainability in electronic materials.

• Wafer Level Packaging
• Revolutionizing wafer fabrication processes for enhanced efficiency and performance
• Circuitry Solutions
• Tailored solutions to meet the dynamic demands of modern circuitry
• Electronics Assembly Solutions
• Innovating semiconductor, surface mount technology, and power electronics assembly for unparalleled reliability
• Advanced Materials and Joining
• Engineering polymer and metal joining solutions for optimally performing circuits
• Film & Smart Surface Solutions
• Transforming electronics with cutting-edge materials and technologies for enhanced functionality and reliability
• Micromax
• Elevating electronics through high-performing, specialized inks and pastes
• Across diverse sectors including automotive, consumer electronics, mobile devices, telecom, data storage, infrastructure, and AI, Mac
• Dermid Alpha Electronics Solutions has earned the trust of manufacturers worldwide.
• Our comprehensive range of high-quality solutions and technical services enables the entire electronics supply chain, empowering businesses to thrive in today's competitive landscape.

We embody the 'Elements of our Culture'- our 5C's; Challenge, Commit, Collaborate, Choose, and Care. These core values are the foundation of our organization which our employees embrace in their interactions with customers, colleagues and other stakeholders, to drive financial performance and create a rewarding work environment.

Who are we looking for?

At the heart of our Manufacturing operations, the Customer Service Team plays a vital role in ensuring seamless communication between our Customers and Internal Departments.

We are committed to maintaining strong relationships with our customers by providing timely responses and accurate information.

By closely collaborating with Production, Operation and Quality Control teams, we help ensure that Customers expectations are being met.

What will you be doing?

• Handling all incoming enquiries from Customers including complaints.
• Consolidating needed info when complaints are received (affected products / Lot# / quantities etc) to QA and CTS team to investigate on the cause of complaints
• Consolidating needed info when enquiries are received (Product / Mfg site / Pricing / MOQ / lead time etc) to Sales Team for ACM to prepare Quotations
• Publishing monthly Quotations to Customers once ACM update their quotations
• Attending to Customers enquiries for Stock availability, Lot# and Expiry Dates, anticipated lead time etc before customers load their official PO to us
• Liaising with internal Dept (Planners / Purchasers) on Customers orders (especially if given lead time is tight) to ensure internal team are able to fulfil the orders
• Processing all Customers PO’s received into JDE system
• Confirming Customers orders by form of Order Acknowledgement
• Ensuring committed ship date in system are updated and aligned with the dates Planners / Purchasers committed
• Handling Sample request per directed by Sales / CTS team
• Raising awareness to ACM for potential customers whose Sales demand exceeded the Credit limit given, for Credit limit Change request to be followed up
• Raising SR (for customer’s account on hold due to outstanding payment / Over Credit limit, whenever required
• Consolidating Supporting Documents for Audit submissions (quarterly)
• Conducting yearly Customer Satisfaction Surveys (per IATF 16949 requirement)
• Contact point for Customers special request (add-on label on products / barcodes on Cargoes etc)
• Who are You?

High school diploma or equivalent; associate or bachelor’s degree is a plus 2–3 years of experience in customer service or a related field Strong communication and interpersonal skills Ability to handle difficult conversations with professionalism and empathy Strong attention to detail and problem‑solving abilitiesAbility to work in a fast‑paced environment and manage multiple tasks What competencies will you need?

Preferably proficient in use of JDE or related MRP systems for order processing.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine correspondence.

Ability to deal with problems involving several concrete variables in standardized situationsWe are Offering...As part of our team here, as well as receiving a competitive base salary, you will also participate in a generous performance related bonus scheme. In addition, you will also be covered under our corporate medical insurance plan and annual leaves.

Teamwork At ESI, you will be part of a highly collaborative culture that promotes continuous improvement through cross-functional partnerships to achieve our mission. We do this through a strong and unified culture and transparent management which has empowered us to create high performing global teams that achieve superior solutions for our customers.

Equal Opportunity Employer

All qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category applicable under federal, state and local laws.