Customer Service Representative - 2067 in Ely

We are looking for an enthusiastic and motivated Customer Support Representative to support our customers as part of the Sales Team: processing quotes and orders, answering queries, resolving complaints, while providing a high standard of customer service.

Working Hours: Monday to Friday 9am – 5:30pm (Hybrid working available)

Department: Sales – Customer Service & Sales Admin UK

Interview process: 2 stage process following shortlisting – First stage: 30-minute Teams interview; Second stage: Onsite 1 hour interview

Who we are: Thorlabs is a global, industry leading optical technologies company. We are experts in the design and manufacture of a range of innovative photonics products. We use these products in manufacturing and research, from fibre optics to piezo motors. We are the gold standard with optics laboratories worldwide.

Where you will be working: It’s a hybrid role, working in our new purpose-built facility in Witchford, Ely as well as your home. Our purpose-built facility is just 12 miles from Cambridge, within the beautiful mediaeval city of Ely. There are train and bus links to Ely from Kings Cross and Liverpool Street London, and our site is within distance of Ely train station and Ely Bus station.

What is essential to us:

• Educated to GCSE level or equivalent experience / qualification is highly desirable
• Previous customer-facing experience
• An excellent standard of written and verbal communication skills
• A high level of accuracy and attention to detail
• Ability to identify and resolve problems quickly
• Familiarity with Windows, including core MS Office packages
• Proven ability to work in a team environment
• Adhering to core values and driven positive attitude
• Receptive to new challenges and expanding current knowledge

What we would like you to do/ to see:

• Answer and redirect external calls
• Answer general customer enquiries by phone and email
• Process quotes and orders of catalogue items
• Be flexible with working hours to ensure all orders are processed on the same day
• Anticipate and proactively manage customer needs to prevent escalation
• Effectively communicate and coordinate with our global offices to fulfil customer requests
• Maintain backorder and follow up on delayed or backorders items, and update customers
• Contribute to and lead continuous improvement projects
• Write, maintain, and follow SOPs and meet department KPIs

What will you get: At Thorlabs there are lots of opportunities for in-house customised training and development that accelerates your career progression. We have free onsite parking, free refreshments, as well as an entertainment area in our large canteen for your enjoyment.

And the benefits are: Competitive Salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays.

This is a rolling campaign, so we will actively interview applicants. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

We welcome applications from persons who are over 18 years old. This role does not currently meet the UK Visas and Immigration criteria for obtaining a Skilled Worker Visa; we are therefore unable to accept applications that require employer sponsorship in order to obtain a Skilled Worker Visa. All offers of employment are subject to eligibility to work in the UK.

We would encourage all internal applicants to inform their line managers of their interest in this position.

We are Disability Confident Committed. In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.