Customer Experience Representative

LIGHTERA has one of the longest and most respectable corporate lineages in American business, tracing back to Alexander Graham Bell and the invention of the telephone over a century ago. We specialize in designing, manufacturing, and supplying optical fibers, fiber cable, components, and devices, with a mission to provide leading optical innovations and solutions that create value for shareholders, customers, and employees.

About the role

The Customer Experience Representative is the first line of contact, responsible for providing customer support to both internal and external Lightera customers. This role shapes the customer’s perception of Lightera by processing quotations, responding to RFIs, and handling customer orders with consistency, accuracy, and timeliness while adhering to company policies and customer requirements. The role involves clear and professional communication with other departments and supporting a collaborative team environment.

Responsibilities

• Provide clear and accurate information, including product details, lead times, order status, and shipping updates.
• Handle and process customer complaints, communicating root cause and corrective actions as needed.
• Manage and process requests for product returns.
• Make quick, sound decisions throughout the workday.
• Support a team environment, collaborating with Outside Sales and internal departments such as Sales & Marketing, Production Control, Shipping, Material Management, Accounting, Engineering, and Product Management.
• Follow Lightera and departmental policies, procedures, and guidelines to meet or exceed company objectives.
• Perform additional assignments as needed to achieve departmental goals.

Requirements

• High school diploma or equivalent experience (Bachelor’s degree preferred).
• Minimum two years of computer experience, including proficiency in Windows, Microsoft Word, and Excel.
• Two years of previous administrative business experience.
• Two years of customer service experience in an office environment.
• One year of SAP experience.

Skills

• Excellent customer service and communication skills (oral and written).
• Proper telephone etiquette.
• Strong teamwork abilities.
• Preferred: Knowledge of fiber optics products.

General Expectations

• Demonstrate effective verbal and written communication skills.
• Maintain discretion when handling confidential and proprietary information.
• Strict adherence to company safety policies and procedures.
• Conform to all aspects of Lightera’s “Standards of Conduct.”
• Serve as a role model for safe work practices and behaviors.
• Perform additional duties as assigned.

Benefits

• Competitive salaries.
• Medical and dental coverage.
• Tuition reimbursement.
• Matching 401(k) plan.

Visa sponsorship is not available for this position. Applicants must be legally authorized to work in the United States now and in the future.

About Lightera

Lightera is a global leader in optical fiber and connectivity solutions, delivering innovative technologies for communication networks, data centers, and specialty photonics applications. With a legacy of expertise in optical science, we provide high-performance solutions that enable faster, more reliable, and sustainable connections for businesses, communities, and industries worldwide. Headquartered in Norcross, Georgia, Lightera serves customers across telecommunications, enterprise, industrial, generative AI, data centers, 5G/6G, utilities, medical, aerospace, defense, and sensing markets. Lightera is part of Furukawa Electric Group, a multi-billion-dollar leader in optical communications.