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Customer Service Representative (m/w/x)

Thorlabs
Bengaluru, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered Today
Microsoft OfficeERPCRM
Free

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Microsoft OfficeERPCRM
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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.

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