Customer Satisfaction Specialist

Rochester Electronics is immediately hiring for a Customer Satisfaction Specialist!

At Rochester Electronics, we create an excellent employee experience focused on value, performance, motivation, recognition, and career growth. Many companies say their employees are their most important asset. At Rochester Electronics, we mean it! Our benefits include but are not limited to the following:

Outstanding low-cost medical, dental, vision, and prescription drug coverage, Rochester pays 92% of the premiums on behalf of its full-time employees

• Paid time off, including vacation, sick, and holiday
• Generous match 401K program
• Tuition reimbursement
• Flexible spending account

And so much more!

General Summary

This position is responsible for administering the Company’s customer satisfaction survey process, analyzing customer feedback, and generating reports on the customer experience. It monitors customer survey data relative to established KPIs (Key Performance Indicators) and communicates improvement opportunities to management. It facilitates Corrective Action Requests (CARS) with designated groups and tracks the status of corrective actions. It also assists with user testing for new CRM (Salesforce) processes and other miscellaneous projects to improve customer satisfaction.

Responsibilities

• Initiates and administers customer and supplier satisfaction surveys. Aggregates customer satisfaction feedback.
• Analyzes customer survey data and compares results to established KPIs; identifies trends and opportunities for improvement.
• Provides monthly customer data reports, including customer issues, returns (RMA), on-time delivery, customer satisfaction survey rating, etc.
• Monitors overall customer service performance relative to IATF standards or other industry requirements
• Performs 8D and root cause analysis when customer satisfaction KPIs are not met. Conducts 8D or 5Why, (Root Cause Analysis), to identify contributing factors. Identifies immediate actions to drive improvement. Facilitates corrective action requests, (CARS), with designated groups and reports status of resolution.
• Conducts ad hoc analysis and may participate in projects to ensure successful customer satisfaction initiatives.
• Assists internal functions with troubleshooting and resolving various issues such as credit issues, order delays, requests for expedite quality validations, and order discrepancies.
• Supports testing, deployments, or process changes in Salesforce CRM.
• Performs ad hoc analysis and may participate in projects to ensure successful customer satisfaction initiatives.
• Serves as a point of contact to users for assistance with troubleshooting and resolving customer issues.

Qualifications

• Associates Degree required (or equivalent)
• At least 2 years’ experience in customer service, quality assurance, or comparable role.
• Microsoft Office skills: Word, Excel, and Outlook.
• Prior experience using Salesforce or similar CRM preferred.
• Ability to aggregate and analyze data.
• Excellent oral and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to work independently with limited supervision.
• Ability to work under pressure, multitask, and be adaptable to change.
• Positive attitude with an ability to absorb and learn quickly.

For the last 40 years, Rochester Electronics, in partnership with over 70 leading semiconductor manufacturers, has provided our valued customers with a continuous source of critical semiconductors. As an original manufacturer stocking distributor, Rochester has over 15 billion devices in stock encompassing more than 200,000-part numbers, providing the world’s most extensive range of end-of-life (EOL) and broadest range of active semiconductors. As a licensed semiconductor manufacturer, Rochester has manufactured over 20,000 device types. With over 12 billion die in stock, Rochester can manufacture over 70,000 device types.

Rochester Electronics is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, veteran status, or other characteristics protected by applicable law. Rochester Electronics is committed to a culturally diverse workforce.