Customer Service Representative in Newburyport, Massachusetts at Rochester Electronics

The Customer Service Representative plays a critical role within the Customer Service / Operations organization, supporting the successful execution of customer orders and delivering a high-quality customer service experience throughout the order lifecycle. This role is responsible for managing customer order / account inquiries, order-related communication, issue resolution, order workflow support, backlog coordination, and operational customer service activities following order placement.

Working closely with Supply Chain, Logistics, Quality, Trade Compliance, Finance, Manufacturing, and Sales teams, the Customer Service Representative ensures timely, accurate, and professional support for customer operational needs while promoting service consistency, responsiveness, and operational excellence.

Success in this role requires strong organizational skills, attention to detail, problem-solving capability, responsiveness, adaptability, and a customer-first mindset focused on execution excellence and positive customer outcomes.

Responsibilities

Customer Order Support & Execution

• Support customers throughout the order execution lifecycle following order placement.
• Process and manage customer order updates, changes, holds, cancellations, and exception requests in accordance with company procedures.
• Monitor order activity and proactively communicate order status updates, shipment information, delays, and execution-related changes to customers.
• Coordinate order workflow activities to support timely and accurate order execution.

Customer Communication & Issue Resolution

• Respond to customer inquiries related to order status, shipments, delivery timelines, documentation, RMAs, credits, and operational support requests.
• Investigate and resolve customer issues, discrepancies, and execution-related concerns professionally and promptly.
• Coordinate cross-functionally to identify root causes and support issue resolution activities.
• Escalate complex issues appropriately while maintaining clear customer communication.

Backlog & Operational Coordination

• Support backlog management and operational workflow activities.
• Coordinate with Supply Chain, Logistics, Manufacturing, Quality, Trade Compliance, and Finance teams to support customer execution requirements.
• Monitor operational risks and communicate potential impacts proactively.
• Assist with prioritization activities based on defined business rules and escalation processes.

Systems & Process Support

• Utilize ERP, Salesforce, customer portals, and operational systems to manage customer activities accurately and efficiently.
• Maintain accurate customer records, documentation, and transaction updates.
• Support customer portal activities including uploads/downloads of required documentation and order acknowledgements.
• Follow established SOPs, work instructions, and compliance requirements.

Continuous Improvement & Operational Excellence

• Support continuous improvement initiatives focused on customer experience, operational efficiency, responsiveness, and execution quality.
• Identify process improvement opportunities and communicate recommendations to leadership.
• Participate in training initiatives and process deployment activities.
• Promote a collaborative, professional, and customer-focused team environment.
• On Time Payment – Working with the finance department to ensure all finance / credit issues are resolved in a timely manner with a positive outcome

Qualifications

• High school diploma or equivalent. Associate’s degree in related field preferred.
• A minimum of 1-year prior experience within a similar role in a dynamic, fast paced semiconductor environment.
• Maintaining strong analytical skills and business acumen combined with a strong degree of creative flair and passion is required.
• Flexibility and multi-tasking, ability to undertake several tasks simultaneously and manage them effectively.
• Communication skills, confident and effective in explaining concepts and situations to co-workers, business partners and customers of differing languages and cultures. Both written and oral communication skills.
• Problem solving, the ability to identify root causes, realize and implement solutions.
• Performs successfully under light supervision.
• Builds strong and successful relationships, effectively supporting and influencing colleagues, partners, suppliers, customers, and members of the global team.
• Demonstrates vision, passion, commitment, and integrity, transparency, taking responsibility and building trust.

At Rochester Electronics, we create an excellent employee experience focused on value, performance, motivation, recognition, and career growth. Many companies say their employees are their most important asset. At Rochester Electronics, we mean it!

• Outstanding low-cost medical, dental, vision, and prescription drug coverage, Rochester pays 92% of the premiums on behalf of its full-time employees
• Paid time off, including vacation, sick, and holiday
• Generous match 401K program
• Tuition reimbursement
• Flexible spending account

And so much more!

For the last 40 years, Rochester Electronics, in partnership with over 70 leading semiconductor manufacturers, has provided our valued customers with a continuous source of critical semiconductors. As an original manufacturer stocking distributor, Rochester has over 15 billion devices in stock encompassing more than 200,000-part numbers, providing the world’s most extensive range of end-of-life (EOL) and broadest range of active semiconductors. As a licensed semiconductor manufacturer, Rochester has manufactured over 20,000 device types. With over 12 billion die in stock, Rochester can manufacture over 70,000 device types.