What are the responsibilities and job description for the Customer Care Representative position at Lightera?
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.
High school diploma or equivalent experience (Bachelor's degree preferred). Must have 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, plus two years previous administrative business experience. Two years of Customer Service experience in an office environment. One Year of SAP experience. Good attendance- and must be Team player. . Prefer Fiber Optics product knowledge.