Associate Specialist, Customer Operations Come join Analog Devices (ADI) – a place where Innovation meets Impact. For more than 55 years, Analog Devices has been inventing new breakthrough technologies that transform lives. At ADI you will work alongside the brightest minds to collaborate on solving complex problems that matter from autonomous vehicles, drones and factories to augmented reality and remote healthcare.
ADI fosters a culture that focuses on employees through beneficial programs, aligned goals, continuous learning opportunities, and practices that create a more sustainable future.
The Customer Support Specialist (CSS) partners with the Regional Sales Team on ADI's Broad Market accounts, adding value to the FSE mission and enhancing the customer experience. The CSS will drive ADI's go-to-market strategy focused on enabling customer success and driving growth within the Broad Market segment. The CSS will support all aspects of assigned customer's demand, from concept design to mass production. This includes sales support, customer interface, lead follow up, sample support, quoting, order placement, and backlog management. The CSS will also work with Planning, Marketing, Technical Support, and Business Units to communicate requirements and expectations for assigned accounts within the region. This role is fast-paced, exciting, and challenging. The perfect candidate will be professional, agile, and eager to drive business growth.
Additional role specifics: The CSS will utilize ADI's new and improved online digital experience to expand ADI's reach into the customer base. This includes collaborating closely with the Marketing team on lead generation and follow up, identifying new accounts that will drive impactful business growth. The CSS will also work closely with the Regional Sales team to build customer intimacy, validate opportunities, and generate pipeline.
The CSS will promote ADI eShop, supporting customers in transitioning to the online quoting and ordering platform. This will enable customers to purchase directly through ADI, utilizing a self-service eCommerce model. The CSS will bring systems mastery and offer live, interactive support throughout the eCommerce journey. This person should function as an advisor to the Regional Sales and Customer Operations teams, adding input on customer suitability and helping resolve eShop queries.
The CSS will provide direct support to focused Broad Market accounts, managing all pricing needs of the customer, providing quotations, managing pricing contracts, and coordinating with Business Units. The CSS should function as an advisor to the sales team adding input to help resolve problems and/or achieve goals. The CSS should have excellent communication skills being able to participate in customer meetings via phone, virtually, and in person. The CSS is viewed as a strategic partner with Sales and is responsible for understanding the market in which they support.
The CSS will also support ADI authorized distribution channel partners. Our channel partners service our most strategic and broad market accounts. The CSS will be responsible for backlog management, supporting the Regional Sales Team and driving operational efficiency to support the volume of customers purchasing via this channel. The CSS will also work closely with the CAS team, understanding end customer needs and driving supply with Planning and Supply Chain.
This customer-facing position requires excellent communication with a proven ability to work collaboratively in a strong team environment as well as the ability to work independently. The CSS must be multi-task oriented, flexible, positive, and able to adapt effectively to challenging and time-sensitive situations.
Qualifications Service-oriented individual with a four-year Bachelor's Degree or equivalent working experience in lieu of degree. Previous customer-facing or sales experience is highly desirable. Solid understanding of manufacturing and planning processes and supply chain is beneficial. Must have outstanding written and oral communication skills. Problem-solving skills, along with basic analytical skills. The ability to summarize, analyze, and verbalize. Must have a clear understanding of a customer-centric service model. Ability to work collaboratively as well as independently. Ability to perform with poise under tight deadlines and shifting priorities when necessary. Excellent MS Office skills, especially Excel. Experience with Power BI and QlikView is a plus. Knowledge of S4 Hana and MS Dynamics is desirable. Additional Expectations Self-motivated, energetic, with a positive attitude. Excellent time management. Strong problem-solving capability. Adaptive learner and willing to take challenges. Travel 10%. 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.
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