Customer Experience Representative

Customer Care Representative

Norcross, GA

Composing the core of a brighter world

LIGHTERA has one of the longest and most respectable corporate lineages in American business, which goes back to Alexander Graham Bell and the invention of the telephone more than a century ago. We have a proven track record of being first in the industry with application specific fibers, optical connectors, ribbon cables, erbium doped fibers, Raman fiber lasers, fiber gratings and more. Our mission is to provide leading optical innovations and solutions by designing, manufacturing and supplying the best optical fibers, fiber cable and components and devices for our customers, with exceptional service that creates value for our shareholders, customers and employees. To do so, we must continue shaping the future of communications by applying the best minds to the challenges our customers will continually face.

Our mission is simple and bold: to build brighter, more connected communities through cutting-edge optical technologies.

Job Summary

• The Customer Experience Representative is the first line of contact and will be responsible for providing customer support to Lightera customers both Internal and External.
• Representing and establishing the customer's perception of Lightera
• Responsible for processing Quotations, responding to RFI and processing customer orders in a manner that provides consistency, accuracy and timeliness while complying with all customer requirements and abiding to Lightera policies and procedures.
• Communicating with other departments in a professional, clear and timely manner written/verbal.

Key Responsibilities

• Provide all information clearly and accurately including but not limited to Product information, Product Lead time, Order status, Shipping information
• Handle and process customer complaints and may be asked to communicate root cause and corrective action to customers
• Manage and process request for product returns
• Make quick and sound decisions through the day
• Work in and support a total team environment including Outside Sales and other internal departments including but not limited to Sales & Marketing, Production Control, Shipping, Material Management, Accounting, Engineering and Product Mgmt.
• Follow Lightera & Departmental policies/procedures and guidelines always working towards meeting/exceeding Lightera/Dept. objectives
• May be given other assignments as needed to achieve departmental goals

Key Competencies

• Must have Excellent Customer Service and Communication skills, oral and written
• Proper telephone etiquette
• Good attendance
• Must be Team player
• Prefer Fiber Optics product knowledge

Qualifications

• High school diploma or equivalent experience (Bachelor's degree preferred)
• Minimum two years of computer experience, including a working knowledge of Windows, Microsoft Word and Excel
• Two years previous administrative business experience
• Two years of Customer Service experience in an office environment
• One Year of SAP experience

General Expectations

• Demonstrate effective communication (verbal, written) skills.
• Maintain discretion when working with confidential and proprietary information.
• Strict adherence to company safety policies and procedures.
• Conform to all aspects of Lightera's "Standards of Conduct".
• Serve as a role model for safe work practices and behaviors.
• Additional duties as assigned.

Working at LIGHTERA means having the opportunity to realize ideas, experience innovation, and discover new solutions for the future. In addition to our dynamic work environment, we offer competitive salaries and generous benefits programs, including medical, dental, tuition reimbursement, and a matching 401(k) plan.

Employees are expected to serve as role models for safe work practices and behaviors. This includes following established health and safety policies and procedures, maintaining a clean, organized work area, wearing, and properly storing all personal protective equipment (PPE), and actively engaging as a safety conscious worker with personal safety and wellness as a priority.

Lightera is a global leader in optical fiber and connectivity solutions, delivering innovative technologies that drive communication networks, data centers, and specialty photonics applications. With a deep legacy of expertise in optical science, we provide high-performance solutions that enable faster, more reliable, and more sustainable connections for businesses, communities, and industries worldwide.

Headquartered in Norcross, Georgia, U.S.A., Lightera operates with a global footprint, serving customers across telecommunications, enterprise, industrial, generative AI, data centers, 5G/6G, utilities, medical, aerospace, defense, and sensing markets. Lightera is part of Furukawa Electric Group, a multi-billion-dollar leader in optical communications.

Lightera is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.