Senior Customer Business Operation Specialist

7 Minutes ago • 5 Years +

Operations

Job Description

Applied Materials is a global leader in materials engineering solutions. This role serves as the primary customer interface for parts agreements, on-demand engagement, service, and labor dispatch, managing a broad spectrum of requests. The specialist will manage escalations, ensure timely resolution, and drive improvements in order management processes, customer experience, and operational efficiency. Responsibilities include customer services, billing, inventory reconciliation, system maintenance, data analysis, reporting, process documentation, and training, contributing to system enhancement and audit readiness.

Good To Have:

Prior experience in customer service.
Understanding of supply chain processes and overall spares & services business operations.
Experience in project management.
Familiarity with SAP/CRM systems.
Semiconductor industry experience.

Must Have:

Serve as primary customer interface for parts agreement, On-Demand engagement, service and labor dispatch.
Manage escalations from internal and external customers, ensuring timely resolution and clear communication.
Drive improvements in order management processes, customer experience, and operational efficiency.
Responsible for customer services, billing, and consignment inventory reconciliation.
Perform system maintenance, data analysis and reporting, process documentation and training.
Ensure policy compliance and support achievement of organizational KPIs and objectives.
5+ years of working experience in customer service, business operation, order management, supply chain, or project management.
Strong spoken and written English skills (TOEIC score of 750 or above).

Perks:

Supportive work culture that encourages learning, development, and career growth.
Programs and support for personal and professional growth.
Health and wellbeing programs.
Competitive and comprehensive total rewards program.
Employee Assistance Program, meditation and family support resources, travel insurance.
Free career development and mentoring programs.
Technical and professional courses.
Worldwide "Giving" program with employee contribution matching by Applied Materials Foundation.

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Job ID

R2517276

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world.

What We Offer

Location: Hsinchu,TWN

You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more.

At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits.

This role serves as primary customer interface for customers related to parts agreement, On-Demand engagement, service and labor dispatch and managing a broad spectrum of requests. Manage escalations from internal and external customers, ensuring timely resolution, clear communication, and maintaining customer trust. Combining frontline service with subject matter expertise, the role drive improvements in order management processes, customer experience, and operational efficiency by leading and supporting key projects. Responsible for customer services, billing and consignment inventory reconciliation, system maintenance, data analysis and reporting, process documentation and training, contributes to system enhancement initiatives and audit readiness, ensures policy compliance, and supports the achievement of organizational KPIs and objectives. Proposes optimal operational processes tailored to each customer and country-specific context within global projects and programs, ensuring alignment with local requirements and business objectives.

Job Scope

1. Perform customer services tasks incl. account identification, entitlement check, quote, order, expediting, delivery, billing, return, repair, dispatch, respond to customer inquiries and resolve customer issues by working with FSO, Logistics, Order Fulfillment, Trade, Engineering, Purchasing, Supply Chain, Sales, Marketing, SBU, Finance, operation teams etc..

2. Act as a key resource to the manager by supporting team alignment, driving operational improvements, and resolving complex issues.

3. Develop and standardize training materials and process documentation to support team learning and consistency.

4. Collaborate with stakeholders to influence resource allocation, process development, and delivery commitments. Lead cross-functional collaboration to resolve complex issues and drive expedition strategy.

5. Handle complex customer requests, manage multi-site scenarios involving quotes, orders, billing, return, repair, dispatch, customer master and entitlement.

6. Contribute to system testing (RIT/UAT) and proactively resolve recurring system issues (e.g., B2B, ordering, quote, return, reconciliation, ASN), recommending improvements.

7. Ensure operational processes meet compliance requirements and actively contribute to functional KPIs and strategic goals.

8. Analyze data and generate reports to enable data-driven decisions, support operation management and improvement.

9. Strengthen customer relationships and maintain strategic communication with key partners and customers to resolve complex issues and drive improvement.

Qualifications

5+ years of working experiences in customer service, business operation, order management, supply chain, project management.
Excellent written and spoken communication, with the ability to use positive language effectively. Customer-Centric Mindset, demonstrating patience, understanding, and strong listening skills. Prior experience in customer service is a plus.
Strong detail orientation, proactive approach to tasks and challenges, high level of professional engagement, and consistent responsiveness in fast-paced setting
Understanding of supply chain processes and overall spares & services business operations. Experience in project management and familiarity with SAP/CRM systems are pluses
Exceptional problem-solving abilities, strong logical reasoning and analytical skills
Demonstrates collaborative team work, inclusive and mutual respect in diverse, cross-functional environments.
Strong spoken and written English skills (TOEIC score of 750 or above).
Semiconductor industry experience is a plus.