Sr. Customer Support

WHAT YOU DO AT AMD CHANGES EVERYTHING
At AMD, our mission is to build great products that accelerate next-generation computing experiences—from AI and data centers, to PCs, gaming and embedded systems. Grounded in a culture of innovation and collaboration, we believe real progress comes from bold ideas, human ingenuity and a shared passion to create something extraordinary. When you join AMD, you'll discover the real differentiator is our culture. We push the limits of innovation to solve the world's most important challenges—striving for execution excellence, while being direct, humble, collaborative, and inclusive of diverse perspectives. Join us as we shape the future of AI and beyond.
Together, we advance your career.
The Role
The Senior Customer Operations account support manager efficiently and effectively manages operations between AMD and strategic/key customers. They build strong and sustaining relationships at operational and managerial levels within both the Customer's and AMD's organization. The Senior Customer Support, Account support manager leverages these relationships to manage expectations, improve operations, and resolve order, supply, delivery, forecast and other operational issues.

Key Responsibilities
Customer Support:

• Address customer's inquiries; communicate with customers and internal teams including Sales, Business Units, Planning, Logistics, Finance and other organizations
• Collaborate internally and externally to resolve issues; investigate and implement solutions for customer escalations
• Maintain and strengthen key internal and external relationships
• Provide operational support for service level changes, contract negotiations, amendments, new supply fulfillment models
• Provide supply guidance and pre-order information to facilitate order issuance
• Collaborate with customers to drive process improvement and minimize operational costs
• Participate in customer quarterly business reviews and operational meetings
• Manage difficult conversations and situations

Backlog Management

• Manage order exceptions and impediments to ensure order fulfillment based on Perfect Order criteria
• Review supply picture, scheduling status and collaborate with internal teams to maximize AMD and customer opportunities

Reports & Data

• Compiles and analyzes internal KPIs, customer, and operational metrics to make business decisions
• Support revenue attainment, projections, and EOH inventory reporting
• Utilize customer reports to analyze account and AMD performance

Systems

• Optimize customer experience by increasing utilization of automated systems such as portals and B-to-B
• Collaborate with cross-functional teams to drive process improvements and efficiencies

Order Processing

• Validate and enter orders, and returns ensuring accuracy and compliance with applicable laws, and AMD terms and conditions.
• Review RMA requests, manage exceptions, and discrepancies according to AMD policy

Preferred Experience

• Bachelor's degree and good years related industry experience
• Fluent in English and proficient in Japanese in all four skills: listening, speaking, reading, and writing.
• Capable of contributing to process improvement through solid knowledge of business practices and procedures
• Possess strong problem-solving skills including anticipating issues and implementing solutions
• Develop strong relationships to increase customer satisfaction with internal and external customers
• Ability to clearly articulate (written and verbal) ideas and solutions across a global organization
• Possess high level of analytical skills using various tools and methodologies
• Exhibits strong level of leadership and accountability
• Seeks to continually improve themselves
• Flexible and able to manage through ambiguous circumstances
• Working knowledge of SAP and planning systems is preferred
• Ability to work independently with minimal direct supervision

Academic Credentials
Bachelor Degree

LOCATION:
Taipei, Taiwan

Benefits offered are described:
AMD benefits at a glance.

AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law. We encourage applications from all qualified candidates and will accommodate applicants' needs under the respective laws throughout all stages of the recruitment and selection process.