Customer Service Representative I
Thorlabs, New York, NY, United States
Customer Service Representative (CSR) – Responsibilities
Ensure End User Compliance, ITAR 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 the desired products/services provided by the company and its vendors to customers in a way that conveys a high quality, integrity, and superior understanding of customer needs.
Respond to requests via incoming telephone calls, emails, and chats.
Attend to customer questions, complaints, and concerns immediately and facilitate satisfactory resolution.
Organize workflow to meet customer deadlines and department goals and initiatives.
Understand and appropriately use the company pricing system and policies.
Process sales orders, quotes, and inquiries from customers in a timely and professional manner.
Additional Responsibilities
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; however, this may require the ability to lift, bend or stand as necessary.
Qualifications 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 communication.
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.
Ability to work on a self-initiated basis in a team environment and on Saturdays.
The hourly rate for this position is $20.00 - $26.25 D.O.E.
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.
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Ensure End User Compliance, ITAR 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 the desired products/services provided by the company and its vendors to customers in a way that conveys a high quality, integrity, and superior understanding of customer needs.
Respond to requests via incoming telephone calls, emails, and chats.
Attend to customer questions, complaints, and concerns immediately and facilitate satisfactory resolution.
Organize workflow to meet customer deadlines and department goals and initiatives.
Understand and appropriately use the company pricing system and policies.
Process sales orders, quotes, and inquiries from customers in a timely and professional manner.
Additional Responsibilities
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; however, this may require the ability to lift, bend or stand as necessary.
Qualifications 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 communication.
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.
Ability to work on a self-initiated basis in a team environment and on Saturdays.
The hourly rate for this position is $20.00 - $26.25 D.O.E.
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.
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