Customer Care Specialist

Do you enjoy working with a diverse customer set on a variety of tasks? We are looking for someone to be the initial customer-facing company representative, someone who is professional, positive and efficient. The person in this cross-functional role will handle phones, customer order entry, order status updates and light technical support. The Customer Care Specialist will work across departments in support of a smooth customer experience.

High customer satisfaction is a company-wide commitment. All company resources are at your disposal to help you succeed.   

Key Responsibilities:

White Glove Customer Care

  • Answer and return phone calls and emails in support of customer inquiries related to orders, delivery, basic technical support

  • Triage and document technical support tickets

  • Enter customer order details into internal system

  • Track customer order details between sales, finance and production

  • Support both sales and technical support managers on customer account matters

Relationships

  • Build and maintain strong customer relationships

  • Work with customers to understand their business needs and objectives

  • Effectively communicate value propositions, technology and set expectations

  • Facilitate proactive (outbound) customer communications

  • Facilitate reactive (inbound) customer communications

  • Maintain customer focus. Advocate for the customer, and also effectively represent Orange Photonics in case escalation and other difficult customer situations.

Skill & Qualifications

  • The ideal candidate has a technical and customer service background.

  • BA/BS business, marketing or technical degree or experience in a similar role

  • Excellent listening, verbal and written communications skills

  • Self-starter, highly motivated and self-managing

  • Must work from the New London, NH office

About Orange Photonics
We are a four-year-old New Hampshire startup with a great team. Our cutting-edge analytical technology offers quality control data to companies within the rapidly evolving cannabis and hemp industry. We offer a robust benefits package which includes health coverage, dental coverage, paid time off and equity participation to eligible employees. Apply today by sending your cover letter and resume to careers@orangephotonics.com.