Specialist, Customer Service

Specialist, Customer Service

Entegris is seeking a Customer Service Specialist in Chaska, MN, to support Entegris' customers. This role independently manages complex customer issues, interprets company policies, and collaborates cross-functionally to ensure customer requirements are met while supporting operational and financial objectives. The position exercises discretion and independent judgment on matters of significance related to customer experience, order fulfillment, and process improvement.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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.

• 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.

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