Customer Operations Specialist- Account Management

Western Digital - Irvine, CA

Full-time

Irvine, CA

Computer and Electronic Product Manufacturing

About the position

The Customer Operations Specialist - Account Management at Western Digital plays a crucial role in ensuring the smooth operation of sales functions related to customer accounts. This position is responsible for managing the overall sales operations, which includes order and backlog management, addressing customer inquiries regarding supply, and resolving issues related to shipments and pricing. The specialist will be involved in various special projects, data gathering, and issue resolution, contributing to the efficiency and effectiveness of customer operations. In this role, the specialist will manage the booked backlog of incoming EDI and manual orders, ensuring that they are fulfilled in a timely manner. When there is a misalignment between supply and customer request dates, the specialist will collaborate with the supply planning team to improve the situation. Clear communication of delivery expectations to customers is essential, as is obtaining necessary shipment documents as required. The specialist must also be able to communicate expected shipment attainment based on delivery expectations and incoterms. Additionally, the specialist will assist in various activities related to incoterms, payment terms, credit holds, quality holds, End-of-Life statuses, channel inventory, and changes in packing or shipping instructions. Acting as a liaison between internal teams such as sales, logistics, finance, IT, and supply planning, the specialist will work to accomplish objectives set forth by both the company and the customer. The role also includes assisting with customer onboarding, ensuring that new customers are integrated smoothly into the system. It is important to note that the duties and responsibilities outlined are not exhaustive, and additional tasks may be assigned as business demands evolve.

Responsibilities

• Manage booked backlog of incoming EDI/manual orders to fulfillment.
• Work with supply planning team for improvements when supply is misaligned to customer request dates.
• Communicate delivery expectations to customers.
• Obtain necessary shipment documents on an as-needed basis.
• Communicate expected shipment attainment based on delivery expectations and incoterms.
• Assist in activities related to incoterms, payment terms, credit holds, quality holds, End-of-Life statuses, channel inventory, and changes in packing or shipping instructions.
• Act as a liaison/partner between internal teams (sales, business unit(s), logistics, finance, IT, supply planning) to accomplish objectives.
• Assist with customer onboarding.

Requirements

• Fluent in Spanish; spoken and written.
• Bachelor's degree or 7+ years experience in Customer Operations.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office (Excel, Word, and PowerPoint).
• Experience in using Excel: Pivot tables, VLookup, and other formulas.
• Knowledge of SAP and Oracle Cloud ERP.
• Ability to manage multiple tasks while delivering results.
• Comfortable with change and adapting to new tools and approaches.