Qualcomm Customer Service Specialist Senior 

United States, California, San Diego 

725058665

Key Duties & Responsibilities:

Utilizing Qualcomm systems, manages end to end customer service and support activities including but not limited to forecasting, order management, supply demand changes, PCN, RMA, finance related questions, export compliance, product commercial information for external customers/accounts.

• Provides customer facing support from new customer creation, product/service contract and order management, forecast entry to shipments/returns support

• Manages overall customer performance to forecast, including overall regional forecast accuracy analysis, and forecast consumption

• Order Management (Purchase Order Entry / Change Orders), proactively manages & monitors customer orders and shipments, resolving any issues on the account before shipment

• Responsible for managing customer expectations in respect to supply/demand and other related issues and escalating when necessary. Including interfacing with relevant internal teams such as Forecast, Supply Chain, Finance, Sales, Sales Operations, Logistics and Export Compliance to resolution

• Regular interface with Product Lifecyle team to drive customer acceptance strategies on new devices, as well as End-of-Life (EOL) and/or Build-to-Order (BTO) products

• Monitors and supports sales efforts (such as demand changes, product compliance details, and environmental) within the region, as needed or requested by the Account Management Team

• Communicate with related parties such as Customers, Quality, Engineering, RMA team, Finance, analyze data, identify trends, and submit RMA request when needed

• Organizes plans and participates in sales meetings as requested, special projects, and regional worldwide customer service team meetings

• Monitors and reports on progress against department and personal goals

• Has thorough knowledge of all business systems, processes and procedures and should be able to provide training to other team members, when requested

• Performs other related duties as requested

• All Qualcomm employees are expected to actively support diversity on their teams, and within the Company

Job Specifications:

• Advanced Computer proficiency of Microsoft suite (Excel, Word, PPT, MS Teams). Previous experience of Oracle ERP, Salesforce, Rapid Response, Demantra is an advantage

• Can identify issues and root causes and uses own judgement to provide feedback solutions to complex problems and can identify the potential solutions

• Effectively and quickly adapts to new systems, processes, and policies

• Ability to remain calm under pressure

• Exercises analytical skill within generally defined practices using a variety of sources in order to find solutions

• Be results oriented with great attention to detail

• Strong multitasking skills with the ability to prioritize own work and respond to ad hoc requests as needed; able to make quick and accurate decisions

• Must have demonstratable communications skills being able to communicate clearly and accurately in an open manner whether it be in person, written or via tele conference, and across cultures. Must be able to contribute proactively during meetings

• Collaborates openly, respectfully, and inclusively creating trusting relationships within own and wider teams and to customers in order to explain issues, gain insights and develop connections. May represent the department as a prime contact for special projects

Minimum Qualifications:

Bachelor's degree and
3+ yearsof customer service or related work experience.

Associate's degree and 5+ years of customer service or related work experience.

High school Diploma or equivalent and 7+ years of customer service or related work experience.

Preferred Qualifications:

• Customer Service experience in a technology-oriented industry, preferably Semiconductor

• BS/BA degree in Business Management, Supply Chain, Finance, Operations or related field

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

Pay range:

$73,500.00 - $110,500.00