Customer Service Representative

Job Title: Customer Service Representative

Job Type: [Full-Time]

Reports To: Customer Service Manager

Job Summary:

We are seeking an experienced and detail-oriented Customer Service Representative to support our growing customer base. This role requires a strong customer-facing background combined with advanced Excel skills to manage complex order data, analyze trends, and support Sales/Customer Support activities. The ideal candidate will have prior experience in creating sales forecasting dashboards and the ability to adapt to changes in a fast-paced company.

Key Responsibilities:

• Serve as the primary point of contact for customer buyers, handling inquiries related to product availability, order status, lead times, and logistics.
• Process and track sales orders, RMAs, and delivery schedules using ERP system.
• Coordinate with internal departments (sales, demand planning, logistics, and quality) to resolve customer issues and ensure timely order fulfillment.
• Proactively communicate delays, changes, or updates to customers in a clear and professional manner.
• Maintain accurate customer records, pricing agreements, and shipment history.
• Identify and escalate urgent issues while recommending process improvements based on data analysis.
• Support forecasting and demand planning efforts through customer interaction and historical analysis.
• Use advanced Excel tools (pivot tables, VLOOKUP/XLOOKUP, Power Query, and macros) to manage customer data, forecast, generate reports, and analyze order trends.

Qualifications:

• Bachelor’s degree preferred
• Minimum of 3 years of customer service experience, preferably in the semiconductor, electronics, or manufacturing industries.
• Advanced proficiency in Microsoft Excel (pivot tables, formulas, data analysis, charts, etc.)
• Strong understanding of order management systems (experience with customer portals SAP, Ariba Business Network & Syspro ERP system is a plus).
• Excellent communication and interpersonal skills.
• High attention to detail, with strong organizational and multitasking abilities.
• Data visualization skills (e.g., Power BI, Tableau) are a plus

DDI is committed to diversity in its workforce, including Equal Employment Opportunity for Minorities, Females, Protected Veterans, and Individuals with Disabilities.