Job Description

Purpose of the Position

The Order Fulfillment Specialist supports Newton’s Back Order Team efforts to provide accurate availability dates to customers for items that have a lead time, ensures 100% same-day order fulfillment for all back ordered items that come to stock, and communicates changes to delivery dates with customers promptly. Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functions include the following, but are not limited to:

• Reaches out to North American BU entities to fully understand reasons for third, fourth, etc. date changes and then crafts appropriate email response to be reviewed by customer service management.

• Corresponds with the Order Fulfillment Teams in Europe and Asia to ascertain availability dates for items manufactured abroad.

• Thorough understanding of D365FO, including purchase orders, net requirements, INCO deliveries, etc. to ensure dates communicated to customers are accurate.

• Maintains report metrics as requested by management.

• Be the customers’ advocate by answering questions and concerns quickly, facilitating a satisfactory resolution.

• Remains knowledgeable of all order processing standards and participates in order processing as needed.

• Attends to customer questions, complaints, and concerns immediately, and facilitates satisfactory resolution.

• Organizes workflow to meet customer deadlines as well as meeting department goals and initiatives.

• Understands and appropriately uses the company pricing system and policies.

• Runs reports aimed at ensuring all back ordered items that come to stock are shipped same day.

In addition to the essential functions and duties listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position.

Requirements

Qualifications

Experience:

• 1+ years of Customer Service experience or equivalent experience.

Education:

• High School Diploma or equivalent.

Specialized Knowledge and Skills:

• Proficient computer skills including MS Office Programs, particularly Excel.
• Ability to work under time constraints, to multitask, and to solve problems.
• Ability to work across departments WW so as to provide tailored solutions and accurate information to customers.
• Strong desire to serve the customer and wow them through your communications.
• Strong sense of urgency to meet the needs of customers.
• Strong organizational, planning skills, and attention to detail.
• Strong communication and interpersonal skills are required to enable an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Ability to work on a self-initiated basis in a team environment.

Physical Activities:

• This is largely a sedentary role; however, this may require the ability to lift, bend or stand as necessary.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identify or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Benefits

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few..

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