Customer Care Representative

OFS BrightWave, LLC•Norcross, GA

72d

About The Position

The Customer Care Rep. is the first line of contact and will be responsible for providing customer support to Lightera customers -Internal/External. Representing and establishing the customer's perception of Lightera- He or she will be responsible for processing Quotations, responding to RFI and processing customer orders in a manner that provides consistency, accuracy and timeliness- while complying with all customer requirements and abiding to Lightera policies and procedures. Communicating with other departments in a professional, clear and timely manner- written/verbal. The Customer Care Rep will provide all information to all clearly and accurately. Information will include but not limited to Product information, Product Lead time, and Order status, Shipping information, handle and process customer complaints and may be asked to communicate root cause and corrective action to customers. Will also manage and process request for product returns and will make quick and sound decisions through the day. The Customer Care Rep must be able to work in, and support a total team environment. This includes Outside Sales as well as other internal departments, which includes but not limited to Sales & Marketing, Production Control, Shipping, Material Management, Accounting, Engineering and Product Mgmt... Must follow Lightera & Departmental policies/procedures and guidelines-always working towards meeting/exceeding Lightera/Dept. objectives. May be given other assignments as needed in order to achieve departmental goals.

Requirements

High school diploma or equivalent experience
Excellent Customer Service and Communication skills, oral and written
Proper telephone etiquette
Minimum two years of computer experience, including a working knowledge of Windows, Microsoft Word and Excel
Two years previous administrative business experience
Two years of Customer Service experience in an office environment
One Year of SAP experience
Good attendance
Team player

Nice To Haves

Bachelor's degree preferred
Prefer Fiber Optics product knowledge

Responsibilities

Providing customer support to Lightera customers -Internal/External
Representing and establishing the customer's perception of Lightera
Processing Quotations
Responding to RFI
Processing customer orders in a manner that provides consistency, accuracy and timeliness
Complying with all customer requirements
Abiding to Lightera policies and procedures
Communicating with other departments in a professional, clear and timely manner- written/verbal
Provide all information to all clearly and accurately
Provide Product information, Product Lead time, and Order status, Shipping information
Handle and process customer complaints
Communicate root cause and corrective action to customers
Manage and process request for product returns
Make quick and sound decisions through the day
Work in, and support a total team environment
Follow Lightera & Departmental policies/procedures and guidelines
Working towards meeting/exceeding Lightera/Dept. objectives
May be given other assignments as needed in order to achieve departmental goals