Customer Care Specialist

About the Role

To strengthen our Customer Care team, we are looking for a Customer Care Specialist to join us in Rochester, NY. You will own the full lifecycle of customer orders, serve as the key point of contact between customers, vendors, sales, and service, and ensure accurate and timely order processing and communication.

Responsibilities

• Own the full lifecycle of customer orders — from pre-order setup and account verification through processing, fulfillment, and communication
• Serve as the key point of contact between customers, vendors, sales, and service to keep orders accurate and clearly communicated
• Verify and maintain customer tax-exempt status, payment terms (including the FPU process), and contact records in our ERP system
• Review and process customer orders, log details, and issue Order Acknowledgements confirming terms and timing in an accurate and timely manner
• Track delivery changes, process order updates (pricing, specifications, products), and monitor tariff changes affecting pricing and update customers accordingly
• Coordinate with the Service team to schedule product installations and resolve order-related issues across departments
• Maintain accurate, well-organized records to support audits, reporting, and customer inquiries

Requirements

• High school diploma required; Associate’s or Bachelor’s degree preferred
• 1–3 years of experience in customer service, order management, or a related role
• Strong attention to detail, organizational skills, and excellent written and verbal communication
• Ability to manage multiple orders and priorities while working cross-functionally with Sales, Service, and Finance

Qualifications

• Experience with ERP systems, particularly Navision or Navision Business Central (a plus)
• Familiarity with tax-exempt and payment term compliance requirements (a plus)
• A process-improvement mindset — comfortable identifying and escalating recurring issues (a plus)

About the Company

TOPTICA Photonics Inc. (TPI), founded in 2001, is TOPTICA’s strongest location outside Germany and a hub for innovation and engineering excellence in North America. Our 40+ team members work alongside leading institutions like the University of Rochester (NY) and RIT, developing advanced products such as optical isolators and OPO laser systems. We believe great ideas come from passionate people. At TPI, you’ll find an open, supportive environment that encourages curiosity, teamwork, and initiative. Engineers, technicians, scientists, and customer support professionals all contribute to advancing photonics worldwide—while enjoying Rochester’s affordable living, vibrant innovation scene, and excellent quality of life.

Benefits

• Medical Coverage: 100% employer-paid medical insurance through Excellus with a fully funded HRA for in-network expenses
• Dental Coverage: 100% employer-paid dental coverage through Excellus Dental with a $600 annual HRA
• Life Insurance: Basic term life policy through Unum equal to two times the employee’s salary (up to $300,000) at no cost, effective after 30 days
• Long-Term Disability Insurance: Unum policy providing partial income if disabled, effective after 30 days
• Retirement Plan: 401(k) with company matching up to 6% after six months
• Paid Time Off: 7 sick days, 3 personal days, and accruing vacation starting at 10 days per year, increasing to 15 days after two years
• Observed Holidays: 12 paid U.S. federal holidays each year
• Company Shutdown: Year-end shutdown between Christmas and New Year’s

Pay

Salary range: $45,000–$60,000