Customer Service Representative II

ENABLE your future through light.

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.

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

About Excelitas Technologies

Excelitas Technologies is a global technology leader delivering innovative, customized optoelectronic solutions to OEM customers worldwide. Our technologies support medical lighting, analytical instrumentation, clinical diagnostics, industrial, safety and security, aerospace, and defense applications. With approximately 7,000 employees across North America, Europe, and Asia, we are committed to enabling our customers' success in their specialty end-markets.

Position Summary

The Customer Support Representative is a key member of the organization, serving as a primary interface between Excelitas and its prospects and customers. This role owns customer inquiries from pre-sale through post-sale, driving issues to resolution while meeting or exceeding customer expectations. The position plays a critical role in supporting Excelitas' goal of being our customers' Partner of Choice.

Key Responsibilities

Customer Inquiries & Quotations:

• Respond to customer and prospective customer inquiries by providing company and product information
• Prepare and issue quotations for standard commercial products in accordance with company policy
• Communicate pricing and delivery via phone, email, and other approved channels

Order Management:

• Receive, review, and enter sales orders into the ERP system
• Onboard new customers, including contact, billing, and shipping information
• Coordinate with Sales and Manufacturing Operations on production and delivery schedules
• Proactively communicate risks or concerns impacting delivery
• Maintain accurate customer files, including orders, quotations, invoices, and related documentation

Returns & Repairs (RMA)

• Coordinate product returns with cross-functional teams
• Track RMA status and communicate updates to customers
• Support repair quotations for out-of-warranty products

Samples & Loaners

• Coordinate sample and loaner requests with Sales and Application Engineering
• Maintain related records and requirements in Salesforce.com

Sales Support

• Support assigned Business Development Managers (BDMs)
• Provide open order reports and participate in customer or internal calls as needed
• Assist with resolution of sales-related issues

Financial & Cash Flow Support

• Assist Finance with collections for Cash-in-Advance accounts
• Receive and reconcile Letters of Credit as required
• Ensure orders are processed accurately while maintaining strong financial controls

Compliance & Reporting

• Support adherence to ISO 9000 standards and internal control programs
• Assist with Export Management System (EMS), Internal Control Program (ICP), and Import Management System (IMS) requirements
• Prepare reports including sales orders, backlog, late shipments, RMAs, and bookings

Export / Import Compliance

• Support tactical export and import compliance requirements
• Obtain required export licenses prior to shipment
• Collect and manage required certifications (e.g., Ultimate Export Consignee, End User, or End Use Statements)

Process Improvement & Documentation

• Maintain records in accordance with company retention policies
• Participate in continuous improvement initiatives within customer support processes

Qualifications & Critical Success Factors

Education & Experience

• High school diploma or equivalent required; Bachelor's degree preferred
• 4+ years of experience supporting administrative or customer-facing processes in a manufacturing environment
• Experience working directly with customers in a professional support capacity

• Proficiency with Microsoft Office and ERP systems (SAP / Microsoft Dynamics)

Skills & Competencies

• Strong written and verbal communication skills
• Proven ability to build effective relationships with customers and internal partners
• Ability to prioritize and manage multiple demands in a fast-paced environment
• Demonstrated attention to detail and commitment to high-quality execution
• Results-oriented mindset with a proactive, solution-focused approach
• Continuous improvement mindset and adaptability to change

Compensation

• Salary Range: $62,000 - 79,000 DOE

This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR)

Visa sponsorship is not available for any position at Excelitas

Equal Opportunity/Affirmative Action Employer

Minorities/Females/Disability/Veteran/Gender Identity/Sexual Orientation

Excelitas is seeking leaders and innovators to join our global team!

Visit: https://jobs.excelitas.com/