Customer Support Specialist

Job Category: Sales/Marketing

Requisition Number: CUSTO002141


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Posting Details

  • Posted:  February 28, 2024
  • Full-Time


Peabody, MA 01969, USA

Job Details

About the Opportunity

Join world-class experts in finding answers to our customer's toughest questions as a Customer Support Specialist in Ocean's Light Technologies organization. Ocean's customer support organization is designed to accelerate and support our entire customer base. As a Customer Support Specialist, you will work in a team setting with others in customer support, sales, and operations to achieve our sales objectives. You will partner with our customers to ensure prompt order entry, find solutions to their problems and assist in handling customer complaints. 

You will engage with customers across industries and company sizes to identify opportunities to exceed customers’ expectations and help them achieve their goals.

Through a natural curiosity and passion for servicing our customers, the successful candidate will:  

  • Demonstrate Ocean’s value and help customers envision a future working with our technologies for their application
  • Develop and effectively manage high-volume activity including order entry and answering customers questions via phone and email all while delivering world-class customer experiences.
  • Work with customers to resolve problems regarding parts/orders within the company guidelines.
  • Manage service RMA’s to ensure profitability on repairs.
  • Ensure on-time customer deliveries, expediting as necessary.
  • Develop and build strong relationships with customers and internal stakeholders.
  • Support sales teams and customers with producing quotations and communications.
  • Identify opportunities for repair/calibration service offerings as well as new product purchases.

About the candidate

The ideal candidate brings a natural curiosity and passion for being an assistant, tackling ever-changing challenges, and has a knack for making things happen. A "can -do" attitude, collaborative spirit, and flexible work style are also essential in this role. This person should be a self-starter, have the ability to multi-task and bring extensive experience supporting customer's needs. 

  • 5+ years of experience managing customer orders, order processing, and customer interactions with a proven track record of success.
  • Self-starter with a track record of exceptional performance and goal achievement
  • Strong bias for action, a high sense of urgency, and the ability to drive results.
  • Strong interpersonal and collaboration skills.
  • Ability to deal with ambiguity, navigate uncertain situations, and drive for clarity. 
  • Operate with high levels of passion and desire to work in a competitive yet collaborative environment.
  • Excellent skills in planning, communication, analytical capabilities, and attention to detail
  • An active curiosity about our staff and culture, our industry, and, importantly, understanding the true value of our sales proposition
  • High standard of ethics and integrity
  • Experience with Salesforce is helpful
  • Bachelor’s degree or higher preferred

About the company

International Light Technologies is a leading provider of optical solutions for researchers and industries, utilizing light to expand scientific discovery, reduce waste, and improve quality of life. We combine savvy system design, integration capabilities, and application knowledge to help people solve problems using light measurement.

With more than 100 employees worldwide throughout the US, EMEA and APAC, we leverage the wealth of knowledge from a diverse and multidisciplinary team that drives our growth and high performance. International Light Technologies is a subsidiary of Halma plc, an international market leader in safety, health, and environmental technology.

International Light Technologies offers a comprehensive compensation package and health and wellness benefit. Also, as a member of the Halma Group of companies (, our employees enjoy excellent career development, networking, and advancement opportunities worldwide. 

About the Perks

International Light Technologies offers a comprehensive compensation package and health and wellness benefits. Also, as a member of the Halma Group of companies (, our employees enjoy excellent career development, networking, and advancement worldwide. 

Equal Opportunity Employer

International Light Technologies is an equal opportunity employer. Qualified applicants will be considered without regards to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)