WHAT WE’RE LOOKING FOR

This role is responsible for ensuring customers receive a best-in-class experience that aligns with LiteGear’s company brand and values. Working alongside the operations and service teams, this agent will focus on delivering consistent and organized work, driving industry-leading KPIs and departmental goals. In addition to providing customer support, this role will spend a portion of their bandwidth supporting some inside/outside sales, as needed. Hours 6:00 AM – 2:30 PM.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Resolves customer inquiries and provide basic technical support via phone, email, chat or in person.
• Provides quotes, order confirmations, and invoices for all new orders in
• NetSuite.
• Coordinates online orders through our website, ensuring timely fulfillment and delivery.
• Communicates product updates and improvements to our existing customers.
• Builds sustainable customer relationships of trust via open & interactive
• communication.
• Maintains a high-volume of incoming email and calls, focusing on reaching
• “inbox-zero”.
• Constantly learning to ensure a strong understanding of our products, both from a technical and practical application.
• Provide support for inside/outside sales.
• Conduct in-house demonstrations for clients or dealers.
• Cover showroom staffing when needed.
• Manage orders fulfilled from the Showroom, aligning with LiteGear’s packaging and fulfillment guidelines.
• Additional responsibilities and duties assigned as needed by manager.

KNOWLEDGE, SKILLS AND ABILITIES

• Exceptional computer skills (50+ WPM).
• High attention to detail, critical thinker and problem-solving experience.
• Excellent communication and presentation skills.
• Ability to work under pressure, multitask, prioritize and manage time effectively.
• Customer oriented and able to adapt/respond to different types of personalities.
• Able to drive self-education from technical manuals and product overview
• NetSuite Case Management or comparable ticketing system highly preferred.
• Knowledge of order lifecycle management (pre and post sales activities: Quote or Sales Order Creation, Order Fulfillment, Return Merchandise Authorization).
• Experience and familiarity with E-commerce (WooCommerce or Shopify) is highly desired.
• Team player who can work well with others with efficiency and meeting
• deadlines.

EDUCATION, TRAINING AND EXPERIENCE

• High school diploma or equivalent; college degree preferred.
• 2 years of experience within a customer service role.
• Experience in the lighting, manufacturing, or production industry preferred.

SALARY

• $20/hr – $22/hr