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.