Rochester Electronics, LLC
Customer Operations Representative (UK)
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Brief Description
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.
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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)
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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.
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