Sales Service Representative

Job Details:Job Description:

We are seeking a highly organized, customer-focused Sales Service Representative to support our Inside Sales Representatives (ISRs) and field sales teams in delivering exceptional service throughout the Lead-to-Order process.

In this role, you will act as a key operational link between ISRs, Account Managers, FAEs, distributors, and end customers. You will manage and execute customer and distributor orders, ensuring accurate, timely fulfillment to support Altera's revenue goals.

As a customer-facing representative, you will collaborate cross-functionally with teams including Sales, Marketing, Planning, Finance, Trade, Logistics, Pricing, and Quality Team to identify and resolve customer issues efficiently. Building strong, trusted relationships with both internal and external stakeholders will be essential to your success.

Key Responsibilities:

• Manage the complete order lifecycle for direct, distribution, consignment, and sample customers—including entry, changes, cancellations, returns, and credit/debit processing—ensuring compliance with policies and regulations.

• Serve as the primary liaison across customers, ISRs, distributors, and internal teams (Sales, Marketing, Planning, Logistics, Finance, Legal, Engineering, IT, Trade, and Data Ops) to enable smooth, aligned global operations.

• Oversee Altera Samples and Academic Program operations, including order management, delivery coordination, Mechanical Samples, internal shipments, and university requests.

• Administer the Altera Samples Request Portal, ensuring timely processing of returns, tracking, documentation, and lead time communication.

• Coordinate production and sample schedules with internal stakeholders and Subcons, securing necessary approvals and logistics support.

• Manage all consignment-related activities such as shipments, returns, stock reconciliation, and buffer fulfillment.

• Own customer master data processes—account setup, updates, hierarchy management, and mass changes—ensuring clean, validated data and alignment with compliance requirements.

• Maintain master data integrity through automation, process improvements, and adherence to global trade policies, including sanctions and system access controls.

• Support customer-related inquiries and processes, including procurement, licensing, shipping, export, scheduling, and site-specific requirements.

• Administer end-to-end licensing activities for commercial, corporate, and third-party models, including special access scenarios and IPS orders related support.

• Manage Salesforce contact and entitlement setup, issue resolution, and user access support.

• Support design registration, pricing, and compliance documentation in collaboration with Business Management and Legal teams.

• Support NPIs, product allocations, escalations, and forecasting by aligning with Sales, Planning, and Distribution.

• Build and maintain Power BI dashboards and reports to support operational visibility and business planning.

• Contribute to global and regional projects related to order management, master data, and supply chain systems, including testing and implementation.

• Recommend scalable, compliant solutions for complex order, data, or system scenarios.

• Champion continuous improvement across tools and processes to enhance efficiency, customer experience, and global collaboration.

• Support onboarding and training for new team members across tools, platforms, and operational workflows.

Qualifications:

• Bachelor's degree in business or supply chain or related field.

• Minimum 3 years working experience in Semiconductor business or related field.

• Some supply chain, program management, order management, planning or related experience in a semiconductor or high-tech company.

• Experience with MS Excel, Word, PowerPoint, Outlook, MS Office

• Excellent verbal and written communication and presentation skills in English is required

• Ability to develop clear understanding of customer requests and communicate them to a broad set of stakeholders

Desired Competencies

• Experience in FPGA business

• Experience in Customer-facing role

• Experience with ERP & CRM systems (SAP, Oracle, Salesforce), Excel, Power BI 

• Fluent in Mandarin/ Cantonese as a second language a plus

• Detail orientation, self-starter and strong teamwork.

• Flexibility to work across different time zones

• People skills (teamwork, conciseness, working independently) and good business acumen

• Ability to multitask and work in a dynamic and changing environment either independently or in a team

• Effective communication skills with the ability to adapt style and content appropriately for the audience

Job Type: RegularShift:Shift 1 (Malaysia)Primary Location:Penang 15, Penang, MalaysiaAdditional Locations:Posting Statement:All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

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