Operations and Customer Service Specialist

Operations and Customer Service Specialist

Since the early 1990's, SP3 pioneered the development of CVD diamond technologies. SP3 coats for its customers: cutting tools, silicon wafers, electrodes, CMP pad conditioners, consumables used in semiconductor etching equipment, as well as manyother products.

Based in Silicon Valley, this American company has been fortunate to be able to build its team from some of the best and brightest in fields that matter to not only CVD diamond deposition, but to its practical application, in a way that enables our customers to have the best products for their needs. SP3 is part of the MAPAL Group since 2019. The MAPAL Group is an international supplier of precision tools for the machining of almost all materials. The family business has 5,000 employees worldwide and sees itself as a technology partner to its customers.

Your Tasks:

• Serve as the primary point of contact for customer inquiries, including order status, complaints, and follow-ups
• Process customer orders accurately and in a timely manner
• Maintain strong customer relationships through clear and professional communication
• Track and manage inventory levels to ensure product availability

ERP System (M1) Key User

• Perform general system maintenance and daily transactions within the M1 ERP system
• Create and maintain customer and vendor accounts
• Process shipment postings, accounts payable (AP), and order entries
• Enter and manage tooling and reactor orders on a daily basis

Quoting, Pricing & Cost Management

• Prepare and issue quotes for tooling, inserts, and reactor products
• Maintain and update insert pricing within the system
• Monitor pricing accuracy and coordinate updates to ensure alignment with cost and margin requirements
• Collaborate with internal teams to confirm accurate pricing and lead times

Purchasing & Vendor Coordination

• Manage purchasing activities for facility supplies, laboratory needs, inserts, and logistics services
• Coordinate with vendors to ensure timely delivery and cost efficiency

Logistics & Shipping Support

• Organize and coordinate large international shipments
• Provide backup support for the shipping department as needed
• Receive and process incoming goods into inventory within the M1 system

Invoicing & Financial Coordination

• Generate and send daily invoices to customers
• Post completed shipments and ensure accurate billing records
• Collaborate with accounting (AP/AR) to resolve discrepancies and answer inquiries

Production Support

• Create and manage insert blanket orders to support production planning
• Print and distribute production orders to the shop floor
• Act as a liaison between operations and production to ensure materials and documentation are available as needed

Office Administration

• Manage office and packaging supply inventory (including insert boxes)
• Handle incoming calls and maintain the main phone line
• Process and distribute daily mail, including coordinating weekly check submissions
• Support internal office operations and organization

Event Coordination

• Assist in planning and organizing company events, including the annual Christmas party

Projects & Continuous Improvement

• Support and contribute to the implementation of the Drawback Program (in progress)
• Assist in obtaining and maintaining compliance documentation (e.g., ACE/US Customs account information)

Your Profile:

• High school diploma or GED
• Curiosity and a willingness to learn
• Attention to detail, mechanical aptitude and basic problem-solving techniques
• Positive, "can do" approach and attitude
• Strong organizational and multitasking abilities
• Excellent communication and customer service skills
• Experience with ERP systems (M1 preferred)
• Knowledge of inventory control, pricing management, logistics, and order processing
• Ability to work cross-functionally in a fast-pace environment
• Proficiency in Microsoft Office (Excel, Outlook, Word)

We Offer:

• Market competitive salary
• Benefit eligibility and vesting that start on your 1st day with us! (medical, vision, dental, std, ltd, 401k)
• Opportunities for career development. Training here and abroad; Tuition reimbursement
• Wellness programs