Madeleine Layam

Customer Service Representative

STMicroelectronics

01.2013 - 04.2025

Handled TESLA account for GFTX, GF Buffalo, with knowledge of their portal ie Chargeback, COO, invoice, SHPs, Tariff, WARP, Delivery Schedule, Packaging Proposal,
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving dynamic change on the forecast, demand and supply, PO ownership & delivery.
Handled escalated calls efficiently, finding satisfactory resolutions for delivery delays, shortages by arranging meetings with customer and Division and maintain high standards of customer service.
Responded on a timely manner to customer requests offering excellent support and tailored recommendations to address needs. Tracked and monitored RFQ and monitored Customer PO confirmations, deliveries, PODs and invoicing to verify accuracy so that payments are received on time. This involves heavy collaboration and communication with Division, Finance, Logistics.
Supported and managed new product launches by coordinating with various stakeholders involved in the development process to ensure that NPI (New Product Introduction) orders are delivered on a timely manner to win new business.
Facilitated communication between Sales, Division, Logistics teams to maintain accurate forecasting data for supply planning purposes.
Teamed with Quality and Sales that facilitated immediate returns for failure analysis and timely action and resolution of products with quality related claims
Maintained detailed records of pricing agreement to reference during the purchasing process or conflict resolution situations.
Collaborated with internal teams to improve outputs to meet demand and supply requirements according to the dynamic change of EDI orders and ensuring inventory integrity target for finished goods.
Monitored and tracked actual delivery versus the target and highlight to stakeholders where there is a gap.
Leveraged valuable business relationship with Customer to obtain trust and increased customer retention rate.
Built rapport with suppliers and transportation companies that created seamless logistical operations
Identified and resolved discrepancies and errors in customer accounts.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives to meet sales target