Customer Service Representative

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.

About the role

We are seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail. This role involves order management in a complex, fast-paced, and diverse environment, providing support to external customers and facilitating internal communications related to order fulfillment and customer requirements.

Responsibilities

• Provide company and specific product information to prospects and/or customers.
• Quote standard price and delivery of commercial products via telephone, fax, and email according to policy.
• Receive and enter sales order information into the applicable ERP system.
• On-board new customers including all customer contact, billing, and shipping information.
• Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert applicable teams of any concerns.
• Create and maintain customer files containing all order, quotation, invoices, and other related documentation.
• Coordinate returns with decentralized, cross-functional contacts to ensure timely review and resolution; track and advise customers of current status and discuss repair quotations for out-of-warranty products.
• Support assigned business development managers (BDMs) by providing open order reports, participating in conference calls as needed, and assisting with resolution of sales-related issues.
• Support the Finance organization with collections on new Cash in Advance accounts; receive and match Letters of Credit as required, ensuring orders are processed accurately while maintaining sound financial controls.
• Assist with adherence to ISO 9000 standards and requirements, the Export Management System (EMS), Internal Control Program (ICP), and Import Management System (IMS).
• Prepare various reports as requested, including sales orders and backlog data, late shipments, open and closed RMAs, bookings, etc.
• Handle tactical requirements of export and import compliance, including obtaining required export licenses prior to shipment/export.
• Obtain Certification of Ultimate Export Consignee, End User Certificates, and/or End Use Statements as necessary for new orders.
• Maintain documentation according to company record retention policy.
• Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements.
• Perform other duties as assigned.

Requirements

• 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 organized, self-motivated, and able to work at a fast pace with a sense of urgency, accuracy, flexibility, and ability to make decisions independently.
• Ability to manage several tasks simultaneously.
• 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 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

• Medical, Dental, and Vision coverage starting day 1.
• 401K plan.
• Holiday Pay.
• Paid Maternity/Paternity leave.
• Tuition Reimbursement.
• Long-term and Short-term disability.

Pay

$56,000 - $70,000 annually, depending on experience.

About the location

This position is based at our facility in Boulder, Colorado, which specializes in the manufacturing of ultra-precision optical components, optical thin film coatings, and optical sub-assemblies for demanding applications in lasers, materials processing, instrumentation, life sciences, avionics, and defense. The site offers capabilities including substantial design and engineering resources, comprehensive optical fabrication and coating capabilities, advanced assembly technology, and an extensive in-house metrology lab.

This is an on-site position requiring the use of information subject to the International Traffic in Arms Regulations (ITAR). Visa sponsorship is not available for this position.