Customer Service Representative I

At Thorlabs, we design and manufacture components, instruments, and systems that transform the world by identifying, enabling, and accelerating key photonics (i.e., light-based) technologies. Backed by a dedicated workforce of more than 3,000 employees worldwide, Thorlabs contributes to cutting-edge research and real-world innovation.

Whether you're early in your career or bringing years of experience, you’ll find opportunities to grow, take ownership, and make meaningful contributions from day one. We know every employee brings unique talents and perspectives that fuel our success, and we seek driven individuals who are excited to make an impact in a fun, fast-moving 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. The hours for this position are 11:45a.m. - 8:15p.m. Monday - Friday.

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; however, this may require the ability to lift, bend or stand as necessary.