Customer Operations Representative

Rochester Electronics, LLC; Región Centro; Presencial; MXN 223.000 - 335.000; Jornada completa

Descripción de la vacante

Rochester Electronics, LLC in Mexico seeks a Customer Operations Representative to support order execution and deliver a high-quality customer service experience across the order lifecycle. You will administer inquiries, updates, and issue resolution while coordinating with Supply Chain, Logistics, Quality, Trade Compliance, Finance, Manufacturing, and Sales to ensure timely and accurate support.

The role emphasizes proactive communication, backlog management, and adherence to SOPs.

Formación

• High school diploma, secondary education certificate, vocational qualification, or equivalent required.
• 1 year of experience in a similar role in a dynamic, fast-paced environment.
• Customer operations, order management, or business experience may substitute education.
• Business acumen and problem-solving skills with creativity.
• Ability to multitask and manage multiple tasks simultaneously.
• Excellent written and verbal communication across languages/cultures.
• Proficient with Microsoft Office: Word, Excel, PowerPoint.
• Ability to work with light supervision.
• Builds strong relationships with team, partners, suppliers, customers, and global team.
• Positive attitude and quick learning ability.
• Team player, high accuracy under time constraints.

Responsabilidades

• Support customers throughout the order execution lifecycle after placement.
• Process and manage order updates, changes, holds, cancellations, and exception requests per procedures.
• Monitor order activity and communicate status updates, shipment information, delays, and changes.
• Coordinate order workflow activities to ensure timely and accurate execution.
• Respond to inquiries about order status, shipments, documentation, RMAs, credits, and operational support.
• Investigate and resolve issues professionally and promptly.
• Coordinate cross-functionally to identify root causes and support resolutions.
• Escalate complex issues with clear communication.
• Support backlog management and operational workflow activities.
• Utilize ERP, Salesforce, and customer portals to manage activities.
• Maintain accurate customer records and transaction updates.
• Follow SOPs and compliance requirements.
• Participate in continuous improvement initiatives and training.
• Promote collaboration and customer focus within the team.
• On-Time Payment coordination with finance where regionally applicable.

Conocimientos

Customer service

Order management

Communication

Problem solving

Multitasking

Team player

Educación

High school diploma

Herramientas

MS Word

MS Excel

MS PowerPoint

Descripción del empleo

The Customer Operations Representative plays a critical role by supporting the successful execution of customer orders and delivering a high-quality customer service experience throughout the order lifecycle. Administers customer order / account inquiries, order-related communication, issue resolution, order workflow support, backlog coordination, and operational customer service activities following order placement. This role works closely with Supply Chain, Logistics, Quality, Trade Compliance, Finance, Manufacturing, and Sales teams to ensure timely, accurate, and professional support for customer operational needs while promoting service consistency, responsiveness, and operational excellence.

Essential Job Functions

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)

Preparation, Knowledge, Skills & Abilities

• 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.