Call Center Supervisor

At Thorlabs, we design and manufacture components, instruments, and systems that transform the world by identifying, enabling, and accelerating key photonics (i.e., light-based) technologies. Backed by a dedicated workforce of more than 3,000 employees worldwide, Thorlabs contributes to cutting-edge research and real-world innovation.

Whether you're early in your career or bringing years of experience, you’ll find opportunities to grow, take ownership, and make meaningful contributions from day one. We know every employee brings unique talents and perspectives that fuel our success, and we seek driven individuals who are excited to make an impact in a fun, fast-moving culture.

The Call Center Supervisor role is responsible for supporting the Call Center Manager with ensuring the team delivers on our same day order and request handling promise and continues to add value to the customer experience through the switchboard and specialized account support roles. The role includes direct oversight of the Call Center specialists, operators, and Customer Service representatives and is a vital part of successful execution of the daily operations of the Call Center.

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:

• Supervision and development of the Call Center staff to provide a quality front line customer service experience for Thorlabs customers.
• Focus on customer centricity ensuring this permeates throughout department.
• Lead and mentor CSRs to achieve individual and team-wide performance objectives.
• Help the team answer customer inquiries and provide an escalation path as needed.
• Keep the team informed of process changes, scheduling changes, etc. through team meetings.
• Ensure phone system is up and running and calls are being answered within 3 rings by operators and team members.
• Provide increased value in account set up by defining processes and information capture requirements to ensure accuracy in order processing and cleaner data within the ERP system.
• Support training needs of the Call Center team by helping develop and execute on trainings.
• Track KPIs and metrics to better understand team and individual performance and to drive behavior to improve customer experience.
• Communicate effectively with customers and team members to address concerns, share updates, and ensure a smooth workflow.
• Liaise with Export Compliance, Distribution, and other necessary departments to legally and procedurally provide best service to customer and best outcome for Thorlabs.
• Train staff on import/export guidelines and procedures.
• Keep abreast of changing guidelines, processes, and laws as they relate to the customer service function in the process.
• Interface with all customer-facing and essential back-end departments to maintain effective and efficient customer order workflow.

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.

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

Experience:

• 2+ years of experience in a similar and progressive position preferred.
• 3+ years of management, supervisory or mentoring experience

Education:

• Bachelor’s degree or a related field or equivalent work experience

Specialized Knowledge and Skills:

• Strong proficiency in sales and customer service
• Strong communication, leadership, presentation, and interpersonal skills are required to enable an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Strong ability to work under time constraints, to multitask, and solve problems.
• Strong organizational and planning skills.
• Ability to resolve moderately complex management and technical problems; may serve as spokesperson on assigned projects and/or programs; and provide leadership and direction to assigned professional staff.
• Ability to work on a self-initiated basis in a team environment, and able to work extended hours.

Pay range for this position is $63,000 -$78,000 depending on experience

Direct Reports: This position has direct supervisory responsibilities. Customer Service Representatives.

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 identity 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

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..