Sr. Customer Service Representative

Overview

• Interact with customers as the one-stop solution for all their needs from product selection to expedite requests to problem resolution
• Work through the organization as the voice of the customer to prevent and solve issues in a timely manner
• Utilize your creative and outside of the box thinking skills to propose solutions to the challenges of our business
• Build a strong knowledge of our innovative products solutions

Responsibilities

• Customer Support
  Respond to customer inquiries via phone, email or in person.
  Troubleshoot service issues and offer timely solutions.
• Issue Resolution
  Handle complaints with empathy and professionalism.
  Escalate complex issues to appropriate departments when necessary.
• Order and Account Management
  Assist with placing orders, processing returns or refunds and updating account information.
  Monitor order status and delivery concerns.
• Product Knowledge
  Maintain up-to-date knowledge of the company s products, services, and policies.
  Provide accurate information to help customers make informed decisions.
• Feedback and Reporting
  Gather and document customer feedback.
  Report recurring issues to product or operations teams for improvement.
• E-Tools or Online Tools Adoption
  
  Use customer relationship management (CRM) tools (e.g., Salesforce, mylutron, myorders, etc.) to improve E-Tools adoption rate.
  Maintain detailed records of conversations, resolutions, and follow-ups.
  Actively onboarding new channel partners regular refresher trainings to ensure customers are trained effectively.
• Customer Experience Improvement
  Participate in training and development to improve service quality.
  Contribute ideas to enhance the customer journey and service processes.
• Interact with customers as the one-stop solution for all their needs from product selection to expedite requests to problem resolution
• Work through the organization as the voice of the customer to prevent and solve issues in a timely manner
• Utilize your creative and outside of the box thinking skills to propose solutions to the challenges of our business
• Build a strong knowledge of our innovative products solutions
• Stay aligned to Lutron s culture and values
  • Be passionate
  • Be flexible and adaptable to changing markets
  • Be an innovative thinker
  • Be customer focused
  • Be ethical

• Your passion for excellence will leave each customer with the feeling of exceptional service
• You will be essential to building relationships with new customers as well as retaining existing ones
• You will help to grow and expand our company by promoting customer retention and sales of new products
• You will uphold our position as the industry leader with your impressive communication, product knowledge and problem-solving skills

• You enjoy building relationships with others and want to leave them feeling great about their interaction with you
• You have prior customer-facing experience and enjoy helping others through your work, your volunteer efforts or your hobbies
• You are adaptable and resilient and are always up for a challenge
• You are organized with great written and verbal communication skills

Qualifications

• Any graduate or equivalent degree (preferably B.Tech or B.Sc) with a minimum of 60% marks or a CGPA equivalent or higher.
• 2- 4 years of relevant experience in order management, order to cash and operations management
• Prior customer-facing experience is required
• Experience using software tools to manage and respond to customer queries
• Good written and verbal communication skills