Senior Customer Service Representative

• Key Responsibilities

1. Order Processing & Operational Execution

• Process customer orders accurately, including direct customers and distributors, ensuring compliance with order policies and service‑level requirements.
• Manage complex or high‑priority customer orders, including special deliveries, projects, manual interventions, or escalated cases.
• Coordinate with CSB, PPF, Logistics, Supply Chain, and Planning to resolve order blocks, and data inconsistencies.
• Support daily workload balancing and act as back‑up for peers or the team manager when required.

2. Process Compliance & Documentation

• Ensure all order transactions and customer communications comply with corporate order management standards.
• Maintain documentation for audit requirements, including order controls, approvals, and accuracy checks.
• Perform periodic self‑checks and support internal control reviews.

3. System Expertise & Improvement Initiatives

• Serve as a key user for OM systems (SAP, OM workbench, CP tools..).
• Participate in UAT cycles, system validation, and process mapping for new tools or enhancements.
• Identify and report system defects or workflow issues; support troubleshooting with global OM and IT.

4. Customer & Stakeholder Support

• Serve as a point of escalation for CSR team members and key accounts.
• Collaborate closely with Supply Chain, Logistics, Finance, COD, and other functional teams to ensure smooth order‑to‑delivery execution.
• Support onboarding or transition of new customers and distributors.

5. Reporting & KPI Monitoring

• Track order accuracy, backlog status, and customer performance requirements for assigned accounts.
• Highlight exceptions, delays, or process gaps to the team manager and contribute to corrective actions.

6. Training & Continuous Improvement

• Train and mentor new CSR team members, supporting knowledge sharing and skill development.
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Recommend process improvements to reduce manual work, errors, and cycle time.

• Support roll‑out of new SOPs, tools, or BI dashboards.

Requirement:

•    Bachelor’s degree in business, Operations, Supply Chain, or similar field (or equivalent experience).
•    3–5+ years of experience in order management, customer service, or supply chain operations.
•    Strong ERP experience (SAP preferred).
•    Excellent communication and stakeholder management skills.
•    High attention to detail and strong problem solving ability.
•    Experience supporting system changes, UAT, or continuous improvement projects preferred.
•    Fluent English is essential, and good Mandarin skills are an added benefit

Global Sales Introduction:

AI is rapidly moving beyond research labs and into the real world—powering advancements in vehicles, factories, hospitals, homes, and everyday devices. NXP’s Global Sales organization is the force that transforms our intelligent edge vision into meaningful market impact. We operate on the front lines of innovation, delivering real‑world AI, secure edge intelligence, and breakthrough technologies to the customers shaping tomorrow’s world. As a strategic partner at the intersection of customer ambition and NXP capability, our global sales team drives alignment, opens new markets, and builds the relationships that lead to design wins and revenue growth. Through deep market insight and long‑term collaboration, we embed customer‑centricity into every decision and help accelerate innovation at the system‑solution level. This disciplined, client‑first mindset enables us to architect integrated, future‑ready solutions that deliver sustained value and strengthen NXP’s competitive advantage. We thrive in a high‑performance, high‑ownership environment—competing boldly, executing with urgency, and celebrating results. If you want to win big, grow fast, and work with the customers building what’s next, NXP Global Sales is where ambition becomes achievement.

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