Customer Operations Representative

Rochester Electronics; Newburyport (MA); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health coverage

Paid time off

401K match

Flexible spending account

Job summary

Rochester Electronics, located in Newburyport, MA, seeks a Customer Operations Representative to support customers throughout the order lifecycle. The role administers inquiries, communicates updates, and resolves issues to ensure timely, accurate order execution while collaborating with Supply Chain, Logistics, Quality, Trade Compliance, Finance, Manufacturing, and Sales teams.

The position emphasizes professional customer service, strong written and verbal communication, and the ability to

Qualifications

• High school diploma or equivalent required; additional education in Business or related fields preferred.
• Minimum 1 year of experience in a similar role in a dynamic, fast-paced environment.

Responsibilities

• 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.

Skills

Customer service

Order management

Communication skills

Multi-tasking

Education

High school diploma

Business-related education preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

• Location 16 Malcolm Hoyt Drive,Newburyport, MA, 01950,United States
• Base Pay $20.00 - $25.00 / Hour
• Other Compensation Sales Incentive Plan Bonus
• Job Category USA, Customer Service
• Employee Type FT - NonExempt

Contact information

• Name Stacey Gordon
• Phone [phone]
• Email [e-mail]

Description

The CustomerOperationsRepresentative 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.

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 requestsin accordance withcompany procedures.
• Monitor order activity and proactively communicate order status updates, shipment information, delays, and execution-related changes to customers.
• Coordinate order workflow activities to supporttimelyandaccurateorder 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 toidentifyroot causes and support issue resolution activities.
• Escalate complex issues appropriately whilemaintainingclear 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 proactively communicate potential impacts.
• Assist with prioritization activities in accordance with defined business rules and escalation processes.

Systems & Process Support

• Utilize ERP, Salesforce, customer portals, and operational systems to manage customer activities accurately and efficiently.
• Maintainaccuratecustomer records, documentation, and transaction updates.
• Support customer portal activities, including uploads/downloads of required documentation and order acknowledgments.
• 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.
• Identifyprocess 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, secondary education certificate, vocational qualification, or equivalent required.Additionaleducation in Business or related fields preferred.
• A minimum of 1 year of 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 acumenand problem-solving skillswith a strong degree ofcreativity 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 withdifferingprimarylanguages and cultures.
• Skilled in 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 withanability to absorb& learnquickly.
• Team player with the ability to work to the highest accuracy in demanding situations under time constraints.

Summary

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
• 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.