Customer Service Representative

ENABLE your future through light.

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors.

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting‑edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

We are currently seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail. They will perform order management in a complex, fast‑paced, and diverse environment. This Representative will also provide support to external customers and facilitate internal communications related to order fulfilment and customer requirements.

• Thoroughly read and analyse Customer Purchase Orders and additional documentation, and enter details into SAP, to drive correct signals to procurement, production, planning and quality.
• Administer sales order through each phase of production, from order acknowledgement to final shipment. Responsible for communicating technical issues, deviations, commercial issues, major milestones, critical path items, schedule of deliverables, cost assumptions, and payment schedules to customers.
• Resolve operational issues such as delivery schedules, order revisions, questions, invoicing, and warranty issues in an accurate and timely manner.
• Schedule and lead status update calls and communications with top customers as needed.
• Act as liaison between customers and engineering and quality when necessary.
• Manage customer account information in SAP to ensure address, contacts, payment terms and ship methods are accurate and up‑to‑date.
• Manage part number data in SAP, such as pricing, quote details, etc., for accuracy.
• Act as liaison between customers and Accounting on invoice questions and payment resolution.
• Act as a point of contact for credit‑card payment collection, while maintaining confidentiality.

• Assist as needed to ensure ITAR and Export Control requirements are planned for and met. Assist as needed to provide accurate documentation for domestic and international shipments.
• Administer customer databases and portals as needed to support delivery schedule coordination, obtaining PO's, generating invoices, extracting drawings, etc.
• Issue, manage and administer RMAs for customer returns and coordinate rework as necessary in coordination with the Quality team.
• Act as a liaison for foreign distributors by providing current and accurate information on all products.
• Actively participate in process mapping and process improvement initiatives within the team and as needed throughout the organisation.
• In coordination with Configuration Management, initiate and manage to completion part revision rolls and first‑time orders.
• Cross‑train on other accounts to back up teammates.
• Other responsibilities as assigned.

• Bachelor's degree in business or related field preferred.
• Two years of customer support, inside sales or contract administration work experience preferred.
• Previous manufacturing experience preferred.
• Previous experience using enterprise resource planning (ERP) software preferred.
• Knowledge of import/export regulations and terms preferred.
• Highly organised, self‑motivated and possesses a desire to work at a fast pace with a sense of urgency, accuracy, flexibility and ability to make decisions independently.
• Ability to manage several tasks at once.
• Ability to work on a wide variety of tasks with little or no supervision.
• Able to foster strong relationships with customers (internal and external) and communicate effectively in person, via the telephone and electronically.
• Able to negotiate with others to resolve conflicting objectives and priorities to ensure customer satisfaction.
• Strong Microsoft Suite Skills preferred;
  Salesforce experience preferred.

Benefits start day 1:
Medical, Dental,…