Customer Service Representative

Interview process: 2 stage process following shortlisting - First stage: 30-minute Teams interview; Second stage: Onsite 1 hour interview,

• Answer and redirect external calls
• Answer general customer enquiries by phone and email
• Process quotes and orders of catalogue items
• Be flexible with working hours to ensure all orders are processed on the same day
• Anticipate and proactively manage customer needs to prevent escalation
• Effectively communicate and coordinate with our global offices to fulfil customer requests
• Maintain backorder and follow up on delayed or backorders items, and update customers
• Contribute to and lead continuous improvement projects
• Write, maintain, and follow SOPs and meet department KPIs
  
  We are looking for an enthusiastic and motivated Customer Support Representative to support our customers as part of the Sales Team: processing quotes and orders, answering queries, resolving complaints, while providing a high standard of customer service.
Working Hours: Monday to Friday 9am - 5:30pm (Hybrid working available), What is essential to us…
• Educated to GCSE level or equivalent experience / qualification is highly desirable
• Previous customer-facing experience
• An excellent standard of written and verbal communication skills
• A high level of accuracy and attention to detail
• Ability to identify and resolve problems quickly
• Familiarity with Windows, including core MS Office packages
• Proven ability to work in a team environment
• Adhering to core values and driven positive attitude
• Receptive to new challenges and expanding current knowledge, In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.
  
  Thorlabs is a global, industry leading optical technologies company. We are experts in the design and manufacture or a range of innovative photonics products. We use these products in manufacturing and research, from fibre optics to piezo motors. We are the gold standard with optics laboratories worldwide. There are now 22 facilities across the world in 9 countries. Here in Ely, we are responsible for the Motion Control and Optical Tables product line.
Where you will be working?

At Thorlabs there are lots of opportunities for inhouse customised training and development that accelerates your career progression. We have free onsite parking, free refreshments, as well as an entertainment area in our large canteen for your enjoyment. And the benefits are? Competitive Salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays., Contributed Pension Scheme -Group Life Cover -Private Health Care -Group Income Protection & more.