Customer Support Specialist, eShop (Channel Operations)

About the role

ADI's Channel Operations team is seeking a customer-focused, process-driven Customer Support Specialist to deliver best-in-class service for eShop customers. In this role, you will manage customer inquiries and cases end-to-end, partner with internal teams to resolve order and account issues, and help improve self-service capabilities to create a seamless customer experience across ordering, returns, and related transactions. Key Responsibilities Include: Own eShop customer service inquiries across email and case channels. Monitor, prioritize, and close customer cases within defined service-level agreements (SLAs). Support live chat inquiries from eShop customers, ensuring timely, accurate responses. Research, troubleshoot, and resolve order management issues (e.g., order status, pricing, shipping, invoicing) by partnering with cross-functional teams. Initiate and process customer returns (RMA) and support NDA workflows as required. Contribute to and help implement self-service processes and knowledge content to improve ease of doing business for customers. Drive performance against customer service goals (quality, responsiveness, case resolution) and identify opportunities for continuous improvement. Qualifications of ADI's Customer Operations Specialist: Strong attention to detail with a solutions-oriented mindset; excellent interpersonal, written, and verbal communication skills. Proficiency with Microsoft 365 (Outlook, Excel, Teams) and comfort working in data-driven, process-based environments. Prior experience in customer support, order management, or case management (eCommerce and/or B2B environment a plus). Experience with SAP and Model N is preferred. Required Travel: No Shift Type: 1st Shift/Day 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. Job Req Type: Experienced Required Travel: Yes, 10% of the time Shift Type: 1st Shift/Days