Order Fulfillment Specialist I

Thorlabs • Newton, NJ

1d • $21 - $26 • Onsite

About The Position

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. Purpose of the Position The Order Fulfillment Specialist supports Newton’s Back Order Team efforts to provide accurate availability dates to customers for items that have a lead time, ensures 100% same-day order fulfillment for all back ordered items that come to stock, and communicates changes to delivery dates with customers promptly. 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 11:30a.m. - 8:00p.m. Monday - Friday.

Requirements

• 1+ years of Customer Service experience or equivalent experience.
• High School Diploma or equivalent.
• Proficient computer skills including MS Office Programs, particularly Excel.
• Ability to work under time constraints, to multitask, and to solve problems.
• Ability to work across departments WW so as to provide tailored solutions and accurate information to customers.
• Strong desire to serve the customer and wow them through your communications.
• Strong sense of urgency to meet the needs of customers.
• Strong organizational, planning skills, and attention to detail.
• Strong communication and interpersonal skills are required to enable an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Ability to work on a self-initiated basis in a team environment.

Responsibilities

• Reaches out to North American BU entities to fully understand reasons for third, fourth, etc. date changes and then crafts appropriate email response to be reviewed by customer service management.
• Corresponds with the Order Fulfillment Teams in Europe and Asia to ascertain availability dates for items manufactured abroad.
• Thorough understanding of D365FO, including purchase orders, net requirements, INCO deliveries, etc. to ensure dates communicated to customers are accurate.
• Maintains report metrics as requested by management.
• Be the customers’ advocate by answering questions and concerns quickly, facilitating a satisfactory resolution.
• Remains knowledgeable of all order processing standards and participates in order processing as needed.
• Attends to customer questions, complaints, and concerns immediately, and facilitates satisfactory resolution.
• Organizes workflow to meet customer deadlines as well as meeting department goals and initiatives.
• Understands and appropriately uses the company pricing system and policies.
• Runs reports aimed at ensuring all back ordered items that come to stock are shipped same day.
• 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.

Benefits

• Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees