Order Management & Customer Support Specialist

Digital-Dynamics; Scotts Valley (CA); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Digital Dynamics Inc. is hiring a Customer Service Representative to support responsiveness, order accuracy, and sales operations. You will be the primary contact for customer buyers, process orders and RMAs, and collaborate with Sales, Planning, Logistics, and Quality to ensure timely fulfillment.

Strong Excel and data-analysis skills are essential for dashboards and reporting. Applicants should have a minimum of three years in related roles, proficiency in ERP systems, and excellent

Qualifications

• 3+ years in customer service or order management.
• Advanced Excel skills including pivot tables, formulas, data analysis, and charts.
• Experience with order-management systems and customer-service workflows.
• Excellent written and verbal communication skills.
• Strong attention to detail and organization.
• Ability to adapt to changing priorities while maintaining accuracy.

Responsabilités

• Serve as the primary contact for customer buyers regarding product availability, order status, lead times, delivery schedules, and logistics.
• Process and track sales orders, purchase orders, RMAs, and delivery schedules using the company’s ERP system.
• Coordinate with Sales, Demand Planning, Logistics, and Quality to resolve customer issues and support timely order fulfillment.
• Proactively communicate delays, changes, and other important updates to customers in a clear and professional manner.
• Maintain accurate customer records, purchase orders, RMA requests, and inquiry documentation in designated systems and portals.
• Identify and escalate urgent customer or order issues and ensure timely follow-through.
• Use advanced Excel tools to manage and analyze customer data and create dashboards.
• Create and maintain reports, forecasting dashboards, and other customer-operations reporting tools.
• Analyze customer and order data to identify trends and recommend process improvements.

Connaissances

Customer service

Data analysis

Order management

Communication

Attention to detail

Multitasking

Formation

High School Diploma

Associate degree preferred

Outils

SAP

Ariba

Syspro

ERP systems

CRM platforms

Description du poste

About Digital Dynamics Inc.Digital Dynamics Inc. (DDI) is a 100% employee-owned company specializing in high-performance control solutions for the semiconductor and display equipment industries. As owners, every team member contributes to our culture of innovation, accountability, and excellence. We are passionate about designing technologies that enable the future of advanced manufacturing.Position OverviewWe are looking for an experienced Customer Service Representative to support customer responsiveness, order accuracy, and sales operations for our growing customer base. This role serves as a primary point of contact for customer buyers and combines customer support, order management, and advanced Excel and data-analysis skills to monitor order activity, maintain reports and dashboards, and help reduce customer escalations.Key ResponsibilitiesServe as the primary point of contact for customer buyers regarding product availability, order status, lead times, delivery schedules, and logistics.Process and track sales orders, purchase orders, RMAs, and delivery schedules using the company’s ERP system.Coordinate with Sales, Demand Planning, Logistics, and Quality to resolve customer issues and support timely order fulfillment.Proactively communicate delays, changes, and other important updates to customers in a clear and professional manner.Maintain accurate customer records, purchase orders, RMA requests, and inquiry documentation in designated systems, customer portals, and shared network drives.Identify and escalate urgent customer or order issues and ensure timely follow-through.Use advanced Excel tools, including pivot tables, VLOOKUP/XLOOKUP, Power Query, formulas, charts, and macros, to manage and analyze customer data.Create and maintain reports, forecasting dashboards, and other customer-operations reporting tools.Analyze customer and order data to identify trends and recommend process improvements.QualificationsHigh school diploma or equivalent required; associate degree preferred.Minimum of three years of customer service, order management, sales operations, or customer operations experience.Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data analysis, and charting.Experience working with order-management systems and customer-service workflows.Experience processing and maintaining sales orders, purchase orders, RMAs, or delivery schedules.Excellent written and verbal communication and interpersonal skills.Strong attention to detail, organization, multitasking, and timely follow-through.Ability to adapt to changing priorities while maintaining accuracy and professionalism.Experience with SAP, Ariba Business Network, Syspro, customer portals, CRM platforms, or similar systems is preferred.Experience in the semiconductor, electronics, or manufacturing industry is strongly preferred.Our Total Rewards PhilosophyWe believe rewarding employees extends beyond base compensation. Our total rewards approach is designed to recognize performance, support long-term growth, and create shared success through competitive pay, bonus program eligibility, participation in our Employee Stock Ownership Plan (ESOP), which provides employees the opportunity to share in the company’s long-term success, 401(k) match, comprehensive health and wellness benefits, paid time off, and the opportunity to make a meaningful impact in a 100% employee-owned company.Equal Employment OpportunityDigital Dynamics Inc. is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.