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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.
Job Responsibility:
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
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
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
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
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
Requirements:
Bachelor's degree and excellent 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 independentaly with minimal direct supervision