Customer Service Representative

Company Description MACOM is a leading designer and manufacturer of RF, microwave, millimeter wave, and optoelectronic solutions serving data center, telecommunications, industrial, aerospace, and defense markets. Headquartered in Lowell, Massachusetts, the company operates offices and facilities across North America, Europe, and Asia. MACOM maintains ISO9001 certification for quality and ISO14001 certification for environmental management, reflecting a strong commitment to operational excellence. With more than 75 years of application expertise, multiple design centers, advanced fabrication capabilities, and global manufacturing and test operations, MACOM supports customers worldwide. Its products are sold through a global network of direct sales, authorized representatives, and leading distributors, providing comprehensive support across the entire portfolio.
Role Description The Customer Service Representative is a full-time, on-site role based in Lowell, MA. This position is responsible for responding to customer inquiries via phone, email, and online systems, providing accurate information about orders, products, and services. The role involves processing and tracking customer orders, coordinating with sales, logistics, and operations to ensure on-time delivery and resolving issues related to pricing, shipment, and billing. The Customer Service Representative will maintain up-to-date customer records, document interactions, and follow escalation procedures when needed. Daily responsibilities include managing case queues, following up on open items, and supporting continuous improvement in customer experience.
Qualifications

• Strong customer service, relationship-building, and problem-solving skills to support a global customer base.
• Proficiency with order entry, CRM or ERP systems, and basic data analysis for tracking orders and customer requests.
• Clear written and verbal communication skills, including professional email and phone etiquette.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced environment.
• Comfort working collaboratively with sales, operations, logistics, and finance teams.
• Prior experience in customer service or inside sales, ideally in a manufacturing, technology, or electronics environment.
• High school diploma or equivalent required; an associate or bachelor’s degree in business or a related field is beneficial.
• Willingness to learn MACOM’s product portfolio and basic technical terminology to support customer conversations.
• Commitment to non-discriminatory, inclusive interactions with colleagues and customers of all backgrounds.