Customer Service Representative I

Customer Service Representative I

Scotts Valley, CA 95066

Overview

Salary Range

$30.00 - $33.00 Hourly

Description

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 Overview

We 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 Responsibilities

• Serve 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.

Qualifications

• High 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.