RMA Team Member

6 days ago


Newton, New Jersey, United States Thorlabs Full time
Job Summary

As a Customer Service Resolution Specialist, you will be responsible for handling customer concerns and resolving issues related to defective parts, returns, and shipping errors. You will work closely with internal departments and management to ensure timely resolution of customer complaints.

The ideal candidate will have prior customer service experience and be proficient in Microsoft Office applications. Strong communication and problem-solving skills are essential for success in this role.

About Thorlabs

Thorlabs is a leading manufacturer of photonics instruments and systems. We value our diverse environment and are committed to advancing science through education and sustainable business practices.

Responsibilities

• Respond to customer requests via phone, email, and returned boxes
• Document RMAs by adding notes to sales orders and gathering information about the issue(s)
• Set up intercompany return orders for returns or repairs going to other Thorlabs entities
• Communicate with accounting, inventory control, shipping, tech support, carriers, and business units to resolve issues and prevent re-occurrences

Requirements

• Minimum 1 year experience preferred
• Prior customer service experience required
• High school diploma or equivalent or equivalent work experience
• Proficient in Microsoft Office applications
• Strong communication and problem-solving skills

Benefits

Thorlabs offers a comprehensive benefits package including medical, dental, and vision insurance, company-paid life insurance, generous PTO, 401(k) plan, and tuition reimbursement.

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