Senior Customer Support Representative

About Advanced Energy

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

POSITION SUMMARY:

The Customer Support Representative is a critical member of the Account Support Management Team. Working with the Regional Sales Manager (RSM) and the Sales Team this position is responsible for coordinating the Inside Sales activities to ensure the highest level of customer service is provided to the assigned account(s). Provide the RSM with a regular update of the account’s performance compared to plan.

RESPONSIBILITIES:

• Providing a high standard of customer service with each account partner
• Managing product availability - responsibility for continuous inventory support to customers
• Providing information to the weekly reviews with account team on product availability for direct or hub customers
• Managing customer costs, including assessment of airfreight or premium charges, as needed
• Maintaining an excellent working relationship with appropriate factory contacts at all levels
• Acting as a point of escalation for the account team when schedules are compromised, or information is needed
• Resolving all conflicting information received from account team in a timely manner
• Understanding the terms and conditions of the AE/Global Account
• Maintaining the highest level of customer data integrity in the Company’s databases and providing accurate and timely customer account information as required
• Sales forecasting – supporting accuracy of the assigned accounts
• Using customer relationships, historical knowledge as well as current business trends to understand customer forecasts and translate their demand into a realistic requirement
• Updating any forecast changes with the demand team as they occur
• Accurate customer pricing – working with the Account Manager / Marketing to ensure accurate pricing is loaded correctly in the system in a timely manner
• Assisting Sales to keep SFDC data current Support Customer Reporting Requirements
• Provide accurate data to create/change Customer Master Data
• Assisting the New Product teams by ensuring development POs are received, processed and billed in a timely manner
• Supporting the Company’s business goals for global account revenue, inventory turns and cash collection Supporting end of life (EOL) activities to minimize obsolete inventory
• Developing a strong working relationship with the customer team
• Initiating customer meetings to discuss forecast vs. order coverage, hub pulls or increases/decreases in demand
• Working closely with the internal and external Sales Team on all aspects of sustaining business to ensure customer satisfaction and meeting sales goals
• Maintaining timely and open communication with the customer and colleagues

WORK ENVIRONMENT:

• Location: Fort Collins, CO
• Environment: Standard office environment

EXPERIENCE:

• Minimum 6 years of related experience providing customer service in the Semiconductor and Industrial market spaces.
• Knowledge of distribution channels and contracted sales representative relationships
• Ability to conduct and manage customer meetings
• Very good working knowledge of SAP and SFDC required
• Strong organizational skills, a proactive personality, and an ability to work independently
• Displays ability to communicate at all levels across the business
• Proficiency in Microsoft Office

EDUCATION:

• Bachelor's degree required

COMPENSATION:

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $60,000 to $85,000 annually.

BENEFITS:

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan.

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:

• Medical - multiple medical plans are available to choose from
• Short and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
• 8 hours of paid volunteer time off
• 8 weeks of paid parental leave for both Moms and Dads
• Company matched 401(k)
• Tuition reimbursement
• Expanded mental health coverage and employee assistance programs
• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance

Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status.

Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to HumanResources@aei.com

Applications will be accepted through 04/30/2025 unless the position is filled prior to this date. The company reserves the right to review applications at any point after they are submitted.