Purpose of the Position

This role acts as the liaison between, engineering, production, quality and the customer to facilitate the quoting and sale of custom and special solutions. The role includes a number of administrative and customer service functions such as: creating sales quotes, processing requests for custom orders, creating custom parts, responding to customer queries, and updating customers on delivery schedules.

Essential Job Functions include the following, but are not limited to:

• Create Quotes and Process Orders
  • Obtain pricing and lead time information from Engineers and Business Units
  • Facilitate the quoting process for customizations of catalog items
  • Generate sales quotes in the ERP and CRM system and respond to customer RFQs
  • Create custom part numbers in the ERP system
  • Convert quotes and process sales orders in the ERP and CRM system
  • Support the administrative processing of prototypes and samples
  • Process and coordinate requests that require customer supplied materials (CSM)
  • Generate order confirmations and proactively communicate order status to customers
  • Manage on time delivery of open orders and work with the business units to resolve delays
  • Provide administrative support on projects involving custom and special requirements
  • Specialize in providing support for a specific product line or business unit, acting as the primary contact for custom and special requests within that area
• Customer Relationship Management
  • Develop relationships with customers through frequent communication via the phone and CRM
  • Support customers with their order management and scheduling needs
  • Appropriately respond to and escalate customer complaints as required
  • Efficiently and accurately respond to inquiries from both external Thorlabs customers as well as internal customers (other Business Units, Departments, Entities and Vendors)

In addition to the essential functions and duties listed above, the position is also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position.

Physical Activities:

This is largely a sedentary role

Experience:

• 4 years or more in a customer-facing administrative role

Education:

• High School Diploma or above. Associates Degree or Higher preferred

Specialized Knowledge and Skills:

• Excellent oral, written and interpersonal communication skills
• Working knowledge of Microsoft Word, Outlook, Excel, and PowerPoint.
• Detail oriented and works with a high degree of accuracy
• Prioritization and follow up skills are essential to manage unpredictable work flow.
• Ability to work independently, make appropriate decisions, and suggest improvements within the department
• Able to work well with team members and willingness to assist as needed.
• Efficient work load management to ensure 24hr turnaround on requests.
• Strong interest in Customer Service

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.