Customer Service Representative

Responsibilities

• Support customers throughout the entire order execution lifecycle following order placement.
• Process and manage customer order updates, changes, holds, cancellations, and exception requests.
• Proactively communicate order status, shipment information, and potential delays to customers.
• Respond to inquiries regarding shipments, delivery timelines, documentation, RMAs, and credits.
• Investigate and resolve customer issues and discrepancies by coordinating cross-functionally with Supply Chain, Logistics, Quality, and Finance teams.
• Utilize ERP, Salesforce, and customer portals to manage activities and maintain accurate records.
• Support backlog management and monitor operational risks to ensure timely execution.
• Collaborate with the finance department to resolve credit issues and ensure on-time payments.

Requirements

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience in a semiconductor or fast-paced environment.
• Proficiency in Microsoft Office (Word, Excel, and PowerPoint).
• Strong problem-solving skills with the ability to identify root causes and implement solutions.
• Excellent written and oral communication skills for interacting with diverse global partners and customers.
• Strong organizational and multitasking abilities to manage several tasks simultaneously under time constraints.
• Ability to work accurately in demanding situations with light supervision.

About the Company

Rochester Electronics is a global leader in semiconductor services, providing high-quality solutions and support across the entire product lifecycle.