Customer Service Representative

Leader in optical components, modules and subsystems for the core optical, enterprise and data center markets, leveraging more than three decades of laser technology innovation, photonics integration, and subsystem design of the fast optical networks and high-speed interconnects driving the next wave of streaming video, cloud computing, voice over IP and other bandwidth-intensive and high-speed applications

The Customer Service Representative will provide delivery of pre- and post-sales services and support to customers, field sales and third party manufacturers reps. A key member of the Customer Service team contributing to decisions, plans and implementation of processes, metrics and tools in support of customer interfacing, end-to-end order entry through successful customer receipt of goods and services; service delivery and sales support.
The successful candidate will develop and maintain positive relations and co-ordinate with various functions within the company to ensure customer requests are handled in a timely manner.

Responsibilities include:

· Customer Focus & Relationship Mgmt. – Proactive interface to ensure our customers’ best interests are top of mind throughout the onboarding/order/delivery processes and beyond to ensure an excellent customer experience

· Operate as an effective liaison between customers, production planning, sales, applications engineering, accounting and product line management to resolve status, production, delivery and billing inquiries

· Effectively partner with Sales to ensure customers are getting the most out of customer meetings via effective meeting preparation, presentation and representation

· Manage and deliver on all aspects of the Order Management Process (from order receipt through fulfilment) for designated territories/Account Managers

· Quote preparation, issuing and closure including AM and Technical Interface as required

· End-to-end RMA management; maintain customer communication regarding defective returns, exchanges, service & repairs – Engineering interface to ensure failure analysis and product disposition are completed with speed and accuracy

· Ownership for VMI processing, billing and reconciliation

· Resolve product or service problems by clarifying the customer’s concern; reviewing data; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution (deal with abstract & concrete variables)

· Work closely with Sales Operations team to develop, review and deliver customer & sales related reports

· Analyze and participate in the development of operational processes and escalation procedures

· Optimize work efforts via a thorough understanding and effective use of ERP Systems (SAP & Oracle) as well as MS Office and other system related tools

QUALIFICATIONS

• Proven success/experience in a customer facing/customer service role in a high tech environment

• Strong Customer Service Skills including good listening skills, clear written and verbal communications and a tactful approach to problem solving

• Critical thinking and analytical skills that include the ability to collect and analyze information, problem solve, and make well supported decisions that benefit the customers

• Time management – ability to minimize operational turn-around-time and issue resolution time

• Ability to perform duties in the presence of time constraints and customer pressure

• General understanding of high tech OEM sales process

• In-depth knowledge of customer service functions

• Effective presentation skills

• Proficient computer skills including Microsoft Office applications

• Thorough knowledge of SAP/ORACLE (especially Order Management Modules)

• Critical Skills:

All your information will be kept confidential according to EEO guidelines.