Customer Care Specialist

TOPTICA Photonics SE; Town of Pittsford (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Life insurance

Long-term disability

401(k) with company match

Paid time off

Holidays

Job summary

TOPTICA Photonics Inc. in Rochester, NY, is seeking a Customer Care Specialist to own the full lifecycle of customer orders—from pre-order setup to delivery. You will liaise with customers, vendors, sales, and service to ensure accuracy and clear communication at every step.

The role requires 1–3 years in customer service or order management, strong attention to detail, and excellent written and verbal communication. ERP experience, especially Navision, is a plus.

Qualifications

• High school diploma required; higher degree preferred.
• 1–3 years in customer service, order management, or related roles.
• Detail-oriented with strong written and verbal communication.

Responsibilities

• Own the full lifecycle of customer orders — from pre-order setup and account verification through processing, fulfillment, and communication.
• Serve as the key point of contact between customers, vendors, sales, and service to keep orders accurate and clearly communicated.
• Verify and maintain customer tax-exempt status, payment terms (including the FPU process), and contact records in our ERP system.
• Review and process customer orders, log details, and issue Order Acknowledgements confirming terms and timing in an accurate and timely manner.
• Track delivery changes, process order updates (pricing, specifications, products), and monitor tariff changes affecting pricing and update customers.
• Coordinate with the Service team to schedule product installations and resolve order-related issues across departments.
• Maintain accurate, well-organized records to support audits, reporting, and customer inquiries.

Skills

Customer service

Order management

Cross-functional collaboration

Attention to detail

Verbal communication

Education

High school diploma

Associate's or Bachelor’s degree preferred

Tools

Navision / Navision Business Central

Job description

TOPTICA Photonics Inc. (TPI) founded in 2001, is TOPTICA’s strongest location outside Germany and a hub for innovation and engineering excellence in North America. Our 40+ team members work alongside leading institutions like the University of Rochester (NY) and RIT, developing advanced products such as optical isolators and OPO laser systems. We believe great ideas come from passionate people. At TPI you’ll find an open, supportive environment that encourages curiosity, teamwork, and initiative. Engineers, technicians, scientists, and customer support professionals all contribute to advancing photonics worldwide—while enjoying Rochester’s affordable living, vibrant innovation scene, and excellent quality of life.

Customer Care Specialist

To strengthen our Customer Care team, we are looking for a Customer Care Specialist to join us in Rochester, NY.

What can you expect in the role of Customer Care Specialist?

• Own the full lifecycle of customer orders — from pre-order setup and account verification through processing, fulfillment, and communication
• Serve as the key point of contact between customers, vendors, sales, and service to keep orders accurate and clearly communicated
• Verify and maintain customer tax-exempt status, payment terms (including the FPU process), and contact records in our ERP system
• Review and process customer orders, log details, and issue Order Acknowledgements confirming terms and timing in an accurate and timely manner
• Track delivery changes, process order updates (pricing, specifications, products), and monitor tariff changes affecting pricing and update customers
• accordingly
• Coordinate with the Service team to schedule product installations and resolve order-related issues across departments
• Maintain accurate, well-organized records to support audits, reporting, and customer inquiries

Must-haves: What you’ll need for this role?

• High school diploma required; Associate’s or Bachelor’s degree preferred
• 1–3 years of experience in customer service, order management, or a related role
• Strong attention to detail, organizational skills, and excellent written and verbal communication
• Ability to manage multiple orders and priorities while working cross-functionally with Sales, Service, and Finance

What would be a plus in this role?

• Experience with ERP systems, particularly Navision or Navision Business Central
• Familiarity with tax-exempt and payment term compliance requirements
• A process-improvement mindset — comfortable identifying and escalating recurring issues

It’s a plus if you’ve heard of the following terms:

• ERP (Enterprise Resource Planning) / Navision Business Central
• Customer credit review

What do we offer:

• Medical Coverage: TOPTICA provides 100% employer-paid medical insurance through Excellus with a fully funded HRA for in-network expenses
• Dental Coverage: Employees receive 100% employer-paid dental coverage through Excellus Dental with a $600 annual HRA
• Life Insurance: TOPTICA offers a basic term life policy through Unum equal to two times the employee’s salary (up to $300,000) at no cost, effective after 30 days
• Long-Term Disability Insurance: Employees are covered by a Unum long-term disability policy that provides partial income if disabled, effective after 30 days
• Retirement Plan: Full-time employees can participate in the 401(k) plan, with company matching up to 6% after six months
• Paid Time Off: Employees receive 7 sick days, 3 personal days, and accrue vacation starting at 10 days per year, increasing to 15 days after two years
• Observed Holidays: Employees receive 12 paid U.S. federal holidays each year
• Company Shutdown: TOPTICA observes a year-end shutdown between Christmas and New Year’s
• Salary range: $45,000–$60,000