Customer Operations Representative (UK) in PE19 8EW at Rochester Electronics

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 *(Region / Territory dependent)

• High school diploma, secondary education certificate, vocational qualification, or equivalent required. Additional education in Business or related fields preferred.
• A minimum of 1-year prior experience within a similar role in a dynamic, fast paced environment.
• Relevant customer service, customer operations, order management, or business experience may be considered in lieu of formal education requirements.
• Requires business acumen and problem-solving skills with a strong degree of creativity and passion.
• Flexibility to undertake several tasks simultaneously and manage them effectively.
• Effective written and oral communication skills, with the ability to communicate with those with differing primary languages and cultures.
• Skilled using Microsoft Office: Word, Excel, and PowerPoint.
• Performs successfully under light supervision.
• Builds strong and successful relationships, effectively supporting and influencing colleagues, partners, suppliers, customers, and members of the global team.
• Positive attitude with an ability to absorb & learn quickly.
• Team player with the ability to work to the highest accuracy in demanding situations under time constraints.