Customer Experience Representative

Lightera•Carrollton, GA

11d•Onsite

About The Position

The Customer Experience Representative is the first line of contact and will be responsible for providing customer support to Lightera customers both Internal and External. Representing and establishing the customer’s perception of Lightera. 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.

Requirements

Excellent Customer Service and Communication skills, oral and written
Proper telephone etiquette
Good attendance
Must be Team player
High school diploma or equivalent experience (Bachelor's degree preferred)
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
Demonstrate effective communication (verbal, written) skills.
Maintain discretion when working with confidential and proprietary information.
Strict adherence to company safety policies and procedures.
Conform to all aspects of Lightera’s “Standards of Conduct”.
Serve as a role model for safe work practices and behaviors.

Nice To Haves

Prefer Fiber Optics product knowledge

Responsibilities

Provide all information clearly and accurately including but not limited to Product information, Product Lead time, Order status, Shipping information
Handle and process customer complaints and may be asked to 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 including Outside Sales and other internal departments including but not limited to Sales & Marketing, Production Control, Shipping, Material Management, Accounting, Engineering and Product Mgmt.
Follow Lightera & Departmental policies/procedures and guidelines always working towards meeting/exceeding Lightera/Dept. objectives
May be given other assignments as needed to achieve departmental goals