Customer Service Rep I

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture.

The Customer Service Representative (CSR) is responsible for establishing and maintaining profitable professional relationships with customers on behalf of the company by taking complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. The CSR is responsible for ensuring that our customers receive world-class customer service. Works under general supervision. 

Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functions include the following, but are not limited to:

• Ensure End User Compliance, ITAR (International Traffic in Arms Regulations), and Other Regulatory Processes are followed.
• Set up customer accounts or assign the correct accounts to web orders for proper request processing.
• Appropriately contribute to the total Call Center transaction workload each month.
• Process order and quote requests accurately, maintaining an entry error rate no higher than 0.50%.
• Effectively present and discuss the products and services of the company, soliciting only those desired products/services provided by the company and its vendors to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
• Responds to requests via incoming telephone calls, emails, and chats.
• Attends to customer questions, complaints, and concerns immediately and facilitate satisfactory resolution.
• Organizes workflow to meet customer deadlines as well as meets department goals and initiatives.
• Understands and appropriately uses the company pricing system and policies.
• Process sales orders, quotes, and inquiries from customers in a timely and professional manner.

In addition to the essential functions and duties listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position.

Physical Activities:

This is largely a sedentary role.

Experience:

• Experience in a similar position preferred.

Education:

• High School Diploma or equivalent.

Specialized Knowledge and Skills:

• Proficient computer skills including MS Office Programs.
• Strong desire to serve the customer and wow them through your communications.
• Strong proficiency in sales and customer service.
• Strong ability to work under time constraints, to multitask, and solve problems.
• Strong attention to detail to ensure accuracy in communication and the information provided.
• Strong communication and interpersonal skills are required to enable an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Must be able to work on a self-initiated basis in a team environment and on Saturdays.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer.  All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.