Customer Service Director leading teams and enhancing customer experience across 5K stores. Driving sales growth in Mexico and implementing omnichannel strategies for service excellence.
About the role
- Establish and maintain profitable professional relationships with customers
- Ensure customers receive world-class customer service and take complete responsibility for each customer contact
- Ensure End User Compliance, ITAR, and other regulatory processes are followed
- Set up customer accounts and assign correct accounts to web orders
- Process order and quote requests accurately (entry error rate no higher than 0.50%) and timely
- Present and discuss company products and services to current and prospective customers
- Respond to incoming telephone calls, emails, and chats
- Attend to customer questions, complaints, and concerns and facilitate satisfactory resolution
- Understand and appropriately use the company pricing system and policies
- Meet company standards for quantity and quality of work and adhere to company policies
Requirements
- Experience in a similar position preferred
- High School Diploma or equivalent
- Proficient computer skills including MS Office Programs
- Strong proficiency in sales and customer service
- Strong ability to work under time constraints, to multitask, and solve problems
- Strong attention to detail to ensure accuracy in communication and the information provided
- Strong communication and interpersonal skills
- Must be able to work on a self-initiated basis in a team environment and on Saturdays
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
- Tuition reimbursement
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