Customer Service Representative

LEDVANCE; Westfield (IN); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

LEDVANCE is seeking a Customer Service Representative to support customers by phone, email, and chat, while coordinating with cross-functional teams to ensure a seamless experience.

You will resolve order and product inquiries, provide accurate policy information, and escalate complex issues when needed, all while maintaining high levels of satisfaction and efficiency.

Qualifications

• 3+ years of relevant customer service experience with multi-channel support.
• Strong written and verbal communication skills.
• Ability to learn new technologies and business applications quickly.
• Excellent organizational skills and attention to detail.

Responsibilities

• Respond to inquiries via phone, email, and chat in a professional, timely manner.
• Process and manage customer orders through manual and electronic channels.
• Research and resolve order, product, service, and process-related inquiries.
• Advocate for customers and drive issues to resolution.
• Collaborate with Transportation, Warehousing, and other teams to meet needs.

Skills

Multichannel customer service

Active listening

Problem solving

Communication skills

Time management

Team collaboration

Education

High school diploma

Associate degree preferred

Tools

SAP

Salesforce

CRM systems

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.
• 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