Customer Service Representative II Location: Billerica, MA, US, 01821 Job Function: Customer Service Job Country: United States Job Type: Regular Full Time ENABLE your future through light. Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors. ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL. Position Summary The Customer Support Representative is a key member of the organization, serving as a primary interface between Excelitas and its prospects and customers. This role owns customer inquiries from pre-sale through post-sale, driving issues to resolution while meeting or exceeding customer expectations. The position plays a critical role in supporting Excelitas' goal of being our customers' Partner of Choice. Key Responsibilities Customer Inquiries & Quotations: Respond to customer and prospective customer inquiries by providing company and product information Prepare and issue quotations for standard commercial products in accordance with company policy Communicate pricing and delivery via phone, email, and other approved channels Order Management: Receive, review, and enter sales orders into the ERP system Onboard new customers, including contact, billing, and shipping information Coordinate with Sales and Manufacturing Operations on production and delivery schedules Proactively communicate risks or concerns impacting delivery Maintain accurate customer files, including orders, quotations, invoices, and related documentation Returns & Repairs (RMA) Coordinate product returns with cross-functional teams Track RMA status and communicate updates to customers Support repair quotations for out-of-warranty products Samples & Loaners Coordinate sample and loaner requests with Sales and Application Engineering Maintain related records and requirements in Salesforce.com Sales Support Support assigned Business Development Managers (BDMs) Provide open order reports and participate in customer or internal calls as needed Assist with resolution of sales-related issues Financial & Cash Flow Support Assist Finance with collections for Cash-in-Advance accounts Receive and reconcile Letters of Credit as required Ensure orders are processed accurately while maintaining strong financial controls Compliance & Reporting Support adherence to ISO 9000 standards and internal control programs Assist with Export Management System (EMS), Internal Control Program (ICP), and Import Management System (IMS) requirements Prepare reports including sales orders, backlog, late shipments, RMAs, and bookings Export / Import Compliance Support tactical export and import compliance requirements Obtain required export licenses prior to shipment Collect and manage required certifications (e.g., Ultimate Export Consignee, End User, or End Use Statements) Process Improvement & Documentation Maintain records in accordance with company retention policies Participate in continuous improvement initiatives within customer support processes Qualifications & Critical Success Factors Education & Experience High school diploma or equivalent required; Bachelor's degree preferred 4+ years of experience supporting administrative or customer-facing processes in a manufacturing environment Experience working directly with customers in a professional support capacity Proficiency with Microsoft Office and ERP systems (SAP / Microsoft Dynamics) Skills & Competencies Strong written and verbal communication skills Proven ability to build effective relationships with customers and internal partners Ability to prioritize and manage multiple demands in a fast-paced environment Demonstrated attention to detail and commitment to high-quality execution Results-oriented mindset with a proactive, solution-focused approach Continuous improvement mindset and adaptability to change Compensation Salary Range: $62,000 - 79,000 DOE This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR) Visa sponsorship is not available for any position at Excelitas Equal Opportunity/Affirmative Action Employer Minorities/Females/Disability/Veteran/Gender Identity/Sexual Orientation Excelitas is seeking leaders and innovators to join our global team!