Customer Support Spec Iii

Job Summary

The Customer Support Specialist III position provides advanced order management, customer support, and issue resolution for Industrial Automation Product Family (IAPF) and/or Test & Measurement (T&M) products across YCA’s territory. This role serves as a critical link between customers, channel partners, sales teams, and internal functional departments to ensure seamless order management, accurate execution, and on-time delivery. It also manages complex transactions, customer escalations, and compliance-related requirements while proactively resolving issues and enhancing the customer experience.

The position will drive operational excellence through continuous process improvement initiatives, cross‑functional collaboration, and a strong commitment to service quality and customer satisfaction.

• Facilitate end‑to‑end order management support for Yokogawa channel partners, customers, and BPO partners to ensure orders are entered, validated, and released accurately and on time.
• Manage and resolve a targeted volume of daily customer and order‑related cases, including complex and escalated issues.
• Perform detailed purchase order (PO) review and validation to ensure completeness, accuracy, and alignment with quotations, contracts, and system requirements.
• Coordinate with customers, channel partners, sales, and internal teams to obtain missing or unclear order information.
• Execute full order lifecycle activities including quotations, order entry, order changes, cancellations, returns, and expediting.
• Act as the primary point of contact for customer and channel partner support, ensuring consistent communication, expectation setting, and issue resolution.
• Proactively monitor and manage past‑due orders, supply constraints, and delivery risks; communicate status updates and recovery plans to stakeholders.
• Coordinate order scheduling and delivery commitments, including lead‑time negotiations with manufacturing, production control, and suppliers.
• Support customer master data maintenance, including onboarding new customers and coordinating with accounting and compliance for required documentation.
• Enter and maintain accurate order data in SAP (Product Sales Module) to ensure data integrity and proper downstream processing.
• Collaborate cross‑functionally with Engineering, PMK, Manufacturing, Logistics, and Sales to resolve technical, configuration, and fulfillment issues.
• Support export compliance activities, including validation of End‑User Statements, controlled goods requirements, and international order documentation.
• Assist with trade‑in processes, special orders, and non‑standard transactions to ensure proper approvals and execution.
• Participate in root‑cause analysis and continuous improvement initiatives related to order errors, delays, and customer complaints.
• Identify process gaps and recommend improvements to enhance efficiency, accuracy, and customer experience.
• Provide reporting, updates, and insights to management and sales teams to support decision‑making and improve service levels.
• Take full ownership of assigned cases and orders, ensuring timely resolution and follow‑through.
• Demonstrate the ability to understand and communicate technical product information with internal stakeholders.
• Support training and guidance for newer team members or BPO partners as needed.
• Perform other duties as assigned.

• Must be team‑oriented and dedicated to total customer satisfaction.
• Requires strong ownership, accountability, and the ability to manage multiple priorities in a fast‑paced environment.
• Must be highly organized, adaptable to change, and capable of working with limited supervision.
• Highly organized and detail‑oriented with strong organizational skills to support customer satisfaction and operational excellence.

• Strong knowledge of order management processes and systems.
• Ability to manage complex customers, Business Process Outsourcing (BPO) partner, and channel partner interactions.
• Excellent verbal and written communication skills.
• Strong problem‑solving and analytical skills.
• Proficiency in Microsoft Office (Excel, Word, Teams, Outlook) and SAP.
• Ability to work…