Customer Service Representative (m/w/x)

As a Customer Service Representative (m/w/x), you will be the first point of contact for our customers, ensuring timely support and seamless service throughout the customer journey. Working closely with global teams, you will help deliver an exceptional customer experience while supporting Thorlabs' continued growth in India.

Key Responsibilities:

• Serve as the first point of contact for customers, handling enquiries via phone, email, and other communication channels in a professional and timely manner.
• Process quotations, sales orders, returns, and related customer transactions accurately while ensuring compliance with established procedures.
• Proactively manage customer requirements and expectations, providing timely updates and solutions to maintain high levels of customer satisfaction.
• Coordinate closely with global sales, logistics, manufacturing, and customer service teams to ensure effective resolution of customer requests and order-related inquiries.
• Monitor order status, backorders, and delivery schedules, communicating proactively with customers regarding changes and expected timelines.
• Support sales growth through effective lead handling, quotation follow-up, and identification of opportunities to enhance the customer experience.
• Contribute to continuous improvement initiatives by identifying process enhancements and supporting operational excellence projects.
• Maintain accurate records within CRM and ERP systems while ensuring adherence to departmental KPIs, policies, and standard operating procedures.

Requirements

• Bachelor's degree in Business Administration, Commerce, Customer Service, or a related field.
• 2+ years of experience in Customer Service, Sales Support, Order Management, or a customer-facing administrative role.
• Excellent verbal and written communication skills in English; additional local language skills are advantageous.
• Strong customer service mindset with the ability to build positive relationships and handle customer enquiries professionally.
• High attention to detail and accuracy when managing orders, quotations, and customer information.
• Strong organizational and time management skills with the ability to manage multiple priorities effectively.
• Proficiency in Microsoft Office applications and experience working with ERP and/or CRM systems.
• A proactive, solution-oriented approach with strong teamwork and problem-solving abilities.

Benefits

• Opportunity to join and grow with a newly established Thorlabs organization in India.
• Exposure to an international business environment and collaboration with global teams.
• Structured training and professional development opportunities.
• Career growth within a global technology leader.
• Exposure to advanced photonics and optical technologies.
• Diverse and customer-focused work environment.
• Cross-functional learning opportunities across sales, operations, and technical teams.
• Competitive compensation and benefits package.