Customer Service Operations Representative

The primary role is to support the Customer Team in Quote to Cash (Q2C) Activities. This includes deal consultation, forecast support, formal quote generation, order management, customer interface, audit compliance and revenue recognition.

Deal Consultation to the Customer Team:

* Consultation to sales on structuring complex deals at quoting stage to ensure clean compliance including revenue recognition and interpretation of contracts/legal terms while meeting customer requirements.

* Providing order booking solutions for complex deals.

* Participate in revenue meetings throughout quarters to provide consultation on resolving issues and closing deals timely for revenue.

* Advise on appropriate terms and conditions to be included in deals.

* Coordinate with various business partners like Customer Team (CT), Finance, Factory Order Management (FOM) and Legal Team on the execution of the deal for the customer.

* Timely escalation of any potential topics with the respective business partners to resolve issues.

Formal Quote Generation:

* Real-time preparation of formal quotes in Oracle ERP system requested by CT and/or Customer directly.

* Consultation on appropriate structuring and terms to meet Advantest and customer needs and allow for appropriate and timely revenue recognition and invoicing.

* Assist Customer Team with obtaining necessary approvals for special deals/pricing, etc.

Order Management:

* Direct interface with customer to ensure PO meets order acceptance requirements/manage any change orders.

* Work with Factory Order Management (FOM) and other functions to manage order to ship on time per customer requests and to ensure smooth customs clearance/delivery.

Order Management / Order booking in Oracle ERP system as well as sending Order Booking Packages to the Internal Processing Center (IPC)

* Generate invoices (system, manual, web).

* Upload all required documents in e-file.

* Ensure appropriate revenue recognition on all deals

* Partner closely with collections team to ensure accurate invoicing and timely collections. First point of escalation for collections issues. Interface with customer to help resolve any issues.

Contracts:

* Consultation to contracts and field regarding overall operational insight as to reality of the VPA terms vs. implementation.

* Provide guidance concerning acceptance/delivery/payment terms as they relate to revenue recognition and cash collection at quote/order booking, provide negotiation leverage to field in deals and contract renewals.

* Provide assistance with renewals and signatures on VPA, ELA's, etc.

SADM Representation/Customer Interface:

* Management reporting support to the Customer Team and Point of contact for Escalation Process on time critical request.

* Direct contact with customers to provide customer service assistant with quotes/orders/deliveries/issues (approx. 10% travel)

* Single Point of contact for customer team to help resolve any issues or assist with customer needs/inquiries.

* Interface with Finance to assure appropriate revenue and accounting of special deals is managed appropriately.

* Participate in ad hoc projects/assignment to improve operation efficiency of the company.