Senior Specialist, Customer Service

Senior Customer Service Specialist

Location: Chaska, MN

Department: North America Customer Service

About the Role

Entegris is seeking a Senior Customer Service Specialist to provide advanced support for our customers. This role serves as a trusted resource for resolving complex and highimpact customer needs, working closely with partners across regions and functions to align on solutions. The Senior Customer Service Specialist applies experience, judgment, and initiative to navigate policies, balance priorities, and support operational, financial, and customer experience goals.

Key Responsibilities

Customer Issue & Escalation Management

• Independently analyze customer orders and nonroutine requests, interpret customer intent and internal business requirements, evaluate operational and compliance implications, and translate approved business requirements into SAP and Entegris processes to support accurate fulfillment and business objectives.

• Serve as the primary point of contact for high-impact customers, independently managing nonroutine issues, evaluating competing priorities, and determining appropriate courses of action to meet customer and business requirements.

• Identify and monitor shipping and billing holds, account discrepancies, or service risks and take corrective action within assigned authority

• Partner with global teams to resolve cross-regional logistics and fulfillment challenges

• Resolve accounts receivable issues by interpreting policy and coordinating with Finance

• Assess competing customer requirements and determine which customer commitments should take precedence based on business impact, operational constraints, and strategic considerations

Order & Account Strategy

• Develop, review, and approve customer quotations and service approaches

• Review and evaluate customer purchase orders for alignment with compliance requirements, exercise judgment to resolve discrepancies or determine appropriate corrective actions and authorize SAP entry in accordance with company policies.

• Analyze consignment inventory usage trends and demand forecasts, evaluate customer and operational requirements, and develop replenishment and min/max recommendations to balance customer service, inventory risk, and business objectives.

• Manage and validate customer order dates and delivery commitments balancing customer expectation and operational constraints

Policy Interpretation & Subject Matter Expertise

• Interpret and apply company policies to complex customer scenarios

• Recommend policy, process, or program changes to better align with customer and business needs

• Serve as subject matter expert for assigned markets, policies, or processes

• Provide guidance and training to team members to ensure compliance and consistency

• Act as SME on customer portals for their assigned key customers

Quality, Returns & Risk Management

• Manage quality notifications and return material processes

• Assess customer and business impact and determine appropriate corrective actions

• Apply regulatory knowledge, training, and company guidance to assess customer transactions for export, compliance, and regulatory risk, and exercise judgment to ensure appropriate handling or escalation of compliance sensitive scenarios.

Relationship & Stakeholder Management

• Build and maintain strategic relationships with key customers

• Collaborate with Production, Logistics, Finance, Compliance, and other stakeholders to balance customer requirements with operational and regulatory constraints

• Balance customer needs with operational, regulatory, and financial considerations

• Be the voice of the customer in internal alignment discussions

Continuous Improvement

• Analyze recurring customer and operational issues to identify root causes

• Lead or support improvements to workflows, processes, and service models to increase efficiency and reduce cycle time

Other Duties

• Perform additional responsibilities as assigned to support departmental and organizational objectives

Qualifications

Education: Bachelor's degree in Business or related field, or equivalent professional experience

Experience: Minimum of 5 years of professional experience in customer service, operations, or related business support roles

Skills:

• Advanced analytical and problem-solving skills

• Ability to exercise independent judgment and discretion

• SAP experience preferred

• Proficiency in Microsoft Office

• Experience in manufacturing or ISO-regulated environments preferred

Success Measures

• Effective resolution of complex, high-impact customer issues

• Sound judgment aligned with business, financial, and operational goals

• Improved customer experience for key accounts

• Strong cross-functional leadership and process improvement contributions