Job details

Customer Service Rep I - job 1 of 2

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. The hours for this position are 11:45a.m. - 8:15p.m., Monday - Friday,

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.
Process order and quote requests accurately, maintaining an entry error rate no higher than 0.50%, and in a timely manner
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.
Understands and appropriately uses the company pricing system and policies.

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.

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 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
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.

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few..

What You Should Know About Customer Service Rep I, Thorlabs

Thorlabs is excited to welcome a Customer Service Rep I to our dynamic team! We are at the forefront of advancing science through innovative photonics technologies, and our commitment to excellence extends to how we treat our customers. As a Customer Service Rep I, you will play a crucial role in establishing and maintaining superb relationships with our customers. This means you’ll be responsible for handling everything from setting up customer accounts to processing orders with precision, ensuring that every interaction is smooth and pleasant. You'll field inquiries via phone, email, and chat, tackling questions and concerns head-on and facilitating resolutions that leave our customers satisfied. Your attention to detail and strong communication skills will shine as you adhere to company policies while maintaining a low error rate in your order processing. This is an exciting opportunity to contribute to a fun, fast-paced environment while working under general supervision, usually from 11:45 a.m. to 8:15 p.m., Monday through Friday. Occasionally, you will get to interact with other Thorlabs locations. If you have a high school diploma and some experience in customer service, along with a knack for multitasking, your place might just be here with us at Thorlabs. So, if you’re ready to make a difference and grow in your career, let’s talk!

Frequently Asked Questions (FAQs) for Customer Service Rep I Role at Thorlabs

What are the main responsibilities of a Customer Service Rep I at Thorlabs?

As a Customer Service Rep I at Thorlabs, your key responsibilities include managing customer inquiries through calls, emails, and chats; ensuring accurate and timely processing of orders; setting up customer accounts; and maintaining a high standard of service to address customer needs efficiently. Your role is vital in establishing strong relationships and delivering world-class service.