Location: Wilmington,MA, USA
Analog Devices, Inc. (NASDAQ: ADI) is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge. ADI combines analog, digital, and software technologies into solutions that help drive advancements in digitized factories, mobility, and digital healthcare, combat climate change, and reliably connect humans and the world. With revenue of more than $12 billion in FY23 and approximately 26,000 people globally working alongside 125,000 global customers, ADI ensures today's innovators stay Ahead of What's Possible. Learn more at www.analog.com and on LinkedIn?and Twitter (X)
Senior Specialist, Customer Operations
* Description:
ADI's Channel Sales Operations team is seeking a passionate, process driven Customer Operations Specialist who will be responsible for ensuring best-in-class customer service for eShop customers. This Specialist will play a key role in ease of backlog placement and management between Analog Devices and eShop customers. This function serves many shareholders, both internal and external.
Key Responsibilities Include:
* Singular responsibility for eShop customer service.
* Expert for eShop customer operations in S4, ModelN/Vendavo, Commerce Cloud.
* White glove onboarding for customers new to the eShop.
* Answering customer inquiries on set-up, order entry, order changes, shipments, documentation.
* Researching and resolving order management issues/challenges with open backlog.
* Facilitating the fraud check process to determine which customers should be approved or denied ability to order through eShop.
* Responsible for generating customer returns for product ordered through eShop.
* Collaborating across customer service teams to solve repeated challenges at the system or process level by identifying the root cause and working either with the partner and/or ADI IT to improve the process, system or both.
* Create self-service processes to allow ease of transacting between eShop customers and Analog Devices.
* Collaborate across the business and IT to establish and track metrics for eShop customer service.
* Drive towards eShop customer service goals.
Qualifications of ADI's Business Assets Analysts:
* BS/BA required.
* Highly detail oriented and, solutions driven with excellent interpersonal, communication, and analytics skills.
* Knowledge of S4, ModelN/Vendavo, Commerce Cloud preferred.
* eShop experience preferred.
For positions requiring access to technical data, Analog Devices, Inc. may have to obtain export licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls. As such, applicants for this position - except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) - may have to go through an export licensing review process.
Analog Devices is an equal opportunity employer. We foster a culture where everyone has an opportunity to succeed regardless of their race, color, religion, age, ancestry, national origin, social or ethnic origin, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, parental status, disability, medical condition, genetic information, military or veteran status, union membership, and political affiliation, or any other legally protected group.
EEO is the Law: Notice of Applicant Rights Under the Law.
Required Travel: Yes, 10% of the time
Shift Type: 1st Shift/Days
Please note - if you are being sponsored for a visa or are anywhere in the green card process with ADI, you should connect with the immigration team to ensure that moving into this role will not compromise your immigration status. It is the responsibility of the employee to manage their own immigration process in conjunction with ADI internal immigration team; TA is not responsible for this due diligence.
For positions requiring access to technical data, Analog Devices, Inc. may have to obtain export licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls. As such, applicants for this position - except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) - may have to go through an export licensing review process.
Analog Devices is an equal opportunity employer. We foster a culture where everyone has an opportunity to succeed regardless of their race, color, religion, age, ancestry, national origin, social or ethnic origin, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, parental status, disability, medical condition, genetic information, military or veteran status, union membership, and political affiliation, or any other legally protected group.
EEO is the Law: Notice of Applicant Rights Under the Law.
Job Req Type: Experienced
Required Travel: Yes, 10% of the time
Shift Type: 1st Shift/Days