Customer Service Representative

LEDVANCE; Westfield (IN); Hybrid; USD 36,000 - 48,000; Full time

Job summary

LEDVANCE is seeking a Customer Service Representative to support customers through phone, email, and chat, partnering with cross-functional teams to deliver a seamless experience.

The role requires a high school diploma with 3+ years of experience, strong communication, multi-channel support experience using SAP and Salesforce, and the ability to learn new systems. This is a hybrid role in Indiana with up to three remote days and a Monday–Friday schedule; relocation sponsorship is not available.

Qualifications

• High school diploma with at least 3 years of relevant experience.
• Strong verbal and written communication skills.
• Ability to manage customer interactions across phone, email and chat.
• Strong problem-solving, active listening and critical-thinking skills.
• Proficiency with computer systems and ability to learn new technologies.
• Excellent organizational skills with the ability to manage multiple priorities.
• Customer-focused mindset with commitment to exceptional service.

Responsibilities

• Respond to customer inquiries through phone, email, and chat in a professional and timely manner.
• Process and manage customer orders through manual and electronic channels.
• Research and resolve order, product, service, and process-related inquiries.
• Serve as a customer advocate by identifying needs and driving issues through resolution.
• Collaborate with cross-functional partners to meet customer needs and resolve issues.
• Provide accurate information regarding products, services, policies, and order status.
• Escalate complex issues as needed while maintaining ownership and communication throughout the resolution process.
• Meet or exceed performance expectations for customer satisfaction, service quality, responsiveness, and accuracy.
• Contribute to a positive, collaborative, and solution-oriented team environment.

Skills

Multichannel support

Verbal and written communication

Customer advocacy

Problem solving

Cross-functional collaboration

Attention to detail

Education

High school diploma

Associate degree preferred

Tools

SAP

Salesforce

Job description

At LEDVANCE, our customers are at the heart of everything we do. Delivering an exceptional customer experience is the foundation of our success. As a global leader in innovative lighting products and connected lighting solutions, we are seeking a customer-focused Customer Service Representative who is passionate about helping customers, solving challenges, and creating positive outcomes. In this role, you will support customers through phone, email, and chat while partnering with cross-functional teams to deliver a seamless customer experience.

Key Responsibilities

• Respond to customer inquiries through phone, email, and chat in a professional and timely manner.
• Process and manage customer orders through manual and electronic channels.
• Research and resolve order, product, service, and process-related inquiries.
• Serve as a customer advocate by identifying needs and driving issues through resolution.
• Collaborate with cross-functional partners, including Transportation, Warehousing, and other support teams, to meet customer needs and resolve issues.
• Provide accurate information regarding products, services, policies, and order status.
• Escalate complex issues as needed while maintaining ownership and communication throughout the resolution process.
• Meet or exceed performance expectations for customer satisfaction, service quality, responsiveness, and accuracy.
• Contribute to a positive, collaborative, and solution-oriented team environment.

Qualifications

• High school diploma plus minimum 3 years relevant experience required; Associate degree preferred.
• Strong verbal and written communication skills.
• Ability to effectively manage customer interactions across phone, email, and chat channels.
• Strong problem-solving, active listening, and critical-thinking skills.
• Proficiency with computer systems and the ability to learn new technologies and business applications.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to delivering an exceptional customer experience.

Preferred Skills & Competencies

• Strong attention to detail, accuracy, and data entry proficiency.
• Effective conflict resolution and de-escalation skills.
• Experience with customer service systems, order management platforms, and business applications such as SAP and Salesforce.
• Dependable, punctual, and team-oriented.

Work Schedule

• Monday-Friday, 8:00 AM - 5:00 PM
• Hybrid work arrangement with up to three remote days per week based on business needs
• Relocation assistance and/or work sponsorship are not available for this position