Specialist 3, Customer Operations

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole.

We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, and WD_BLACK™.

We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.

Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.

Job Description

Specialist 3, Customer Operations

Job Summary

The Customer Operations oversees end-to-end account operations, supply chain coordination, and revenue tracking. This role ensures seamless customer onboarding, demand-supply alignment, and resolution of customers’ requests while driving process efficiency and compliance.  

Job Description

1. Customer Ops Account Management  

- Manage customer onboarding process. Work with internal teams to set up EDI, VMI hub, etc.

- Oversee order booking, rescheduling (pull-ins/push-outs), backlog maintenance (pricing, credit blocks,

ship date, etc), shipment and RMA (Return Merchandise Authorization) process.  

- Full Order-to-Cash involvement

- Update supply commits, ASN (Advanced Shipping Notice) to customers.  

- Resolve customer queries and escalations.

- Track qualification status, manage supply disposition for quality incidents/stop-ship scenarios.   

- Regular meeting with customers, customer QBRs, supply chain workshops, etc 

2. Demand, Allocation & Supply Management  

  - Monitor customer forecasts, track RFQ/SFT updates, and drive quarterly/monthly supply planning against sales targets.  

  - Share supply status with stakeholders.  
3. Revenue Management

  - Drive ship linearity, update revenue tracking reports, and resolve issues impacting revenue (e.g PO delays, quality concerns).  

  - Conduct quarterly Incoterm compliance checks.  

4. Systems & Process Optimization

  - Utilize ERP systems, customer portals, and central planning tools to streamline operations.  

  - Identify process gaps and implement improvements for workflow efficiency.  

5. AI enabled operations, eg: AI assisted reporting, automation & productivity tools, etc

6. COMMERCIAL

 - Revenue ownership, Net Pricing, Rebates, Strategic pricing & Share of wallet growth

- PAC Ownership & Contract Literacy & Commercial negotiation

 - Competitive Tracking & Market Intelligence, MDF management, 

Qualifications

• Bachelor’s degree in Supply Chain, Business, or related field.
• 2~10 years in customer operations, account man4agement, supply chain roles in the industry of Semiconductor, etc; Experience with MNC will be a preferable plus;
• Fluent in English (written and verbal) for daily communication, reporting and documentation, proficiency in Japanese will be a plus.
• Proficiency in ERP systems (e.g., SAP, Oracle), central planning, EDI/VMI platforms, and MS Office
• Strong analytical, Willingness to learn, problem-solving, cross-functional collaboration abilities, Resilience under pressure, Driving results.

Additional Information

WD thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

WD is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at jobs.accommodations@wdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Notice To Candidates: Please be aware that WD and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to WD Ethics Helpline or email compliance@wdc.com.