Jonathan Cortes

Sales Operations - Customer Service Manager

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Manage company-wide audit specifically ISO-9001 Certification, Sarbanes Oxley (SOX) Compliance Audit
• Manage a team that works closely with Lattice IT that deals with projects and business process improvement initiatives to achieve a robust Customer Service Order Management Process

Customer Service for Europe Account

Accountabilities

·Manage customer orders including cancellations and reschedules.

· Respond to customer enquiries for lead time, MOQ and shipment details.

· Process documentation for customer returns. Prepare all forms and obtain necessary approvals.

· Identify, investigate and clarify problems, determine fast and effective solutions. Escalate appropriately.

· Refer customers to the appropriate department for resolution of non-CSS issues.

Communication and Collaboration

· Provide the interface between Operations/Product Planning and Sales, sales partners and customers for orders, lead times, and forecast issues.

· Proactively involve appropriate departments for resolution of customer/customer service issues.

· Engage in special projects as requested by management.

Continuous Improvement

· Maintain documentation of processes and procedures.

· Instigate and participate in continuous improvement initiatives.

Quality of work

· Apply high levels of accuracy and speed of execution in all aspects of the job.

· Apply substantial understanding of customer needs and internal systems to quickly deliver solutions to customer issues.

· Be accountable for a commitments made.

• Support the office management and tactical activities of the Asia Pacific Sales Group. May perform some field work and Logistics preparation for sales-related functions such as Sales Conferences and customer visits. Keeps customers and Sales abreast of order status with regards to deliveries, quality, pricing, invoicing, and payment issues among others.
• Manages products and activities that include order entry and confirmation, backlog management, rescheduling and cancellations, issue-resolution and complaint-handling. Manages products ship in China, Korea, Philippines, Hong Kong, and Singapore. Major customers include Continental, Hella, Siemens, Flextronics, Celestica, Schneider, Alcatel-Lucent, LG, Foxconn, and Honeywell
• Drives quick recovery measures for delivery delays and device problems in order to ensure optimum shipment performance
• Handles customer complaints and returns which includes entry in RMA systems and sending of regular updates until completion and release of the Final 8D report.
• Weekly forecasting and gathering of at least 26 week forecast for make to forecast products, also referred to ad Unsconstrained Forecast. Updates I2 Demand Manager for the master Planner weekly review

• Responsible for supporting Production, Planning Engineering, and Finance globally in the overall Backend PROMIS related functions with the help of IT and other support groups
• Provides training to all PROMIS users to ensure that lots and WIP are move without delays and equipment status are updated correctly
• Responsible in SAP error-cleaning. Provide assistance to worldwide support groups that need help in SAP error cleaning analysis and correction. Participate in global projects for PROMIS, SAP, and Backend systems
• Involve in developing procedure fir new product requirement and simplifying or automation creation of product flow. support on-line system technician activities such as audits and updates of PROMIS lots and equipment status

• Physically receives, unloads, and verifies parts, wafers, and die from external and internal sources to ensure certain condition and correctness of inventories, subsequently, prepares them for the next processing
• Updates PROMIS transactions all received inventories through validation of all documents. Equipped with knowledge on Final Test Operations, Integrated Circuit (IC) Packages, Military requirements, PROMIS systems, Master Control, and Spec Database system
• Responsible for handling, storing, and auditing Final Test peripherals, hardwares, machine spares, and other production related material to ensure availability