Job Overview
| Particulars | Details |
|---|---|
| Position | Senior Customer Service Specialist |
| Company | Lutron Electronics |
| Location | Cyber City, Gurgaon (Onsite) |
| Job Type | Full-Time |
| Experience | 8 - 10 years |
| Category / Department | Support |
| Application Mode |
🏢 About Lutron Electronics
Lutron is a design and technology-centered, customer-driven company that creates and markets innovative, high-quality products that transform how people experience light.
Founded in 1961 by Ruth and Joel Spira, Lutron pioneered the lighting control industry with a vision of providing "Lighting to Live By." Today, with more than 15,000 products serving customers globally, Lutron continues to lead through innovation, engineering excellence, and customer-centric design.
What We Do:
Lutron's world-class solutions enable people to manage natural and electric light to create better places to work, live, and play while delivering simplicity, comfort, convenience, and energy savings.
Lighting To Live By:
Lutron believes great lighting requires a deep understanding of human needs, engineering excellence, and an eye for beauty. This philosophy inspires the company to create products that personalize light and enrich everyday experiences.
Our Core Values:
🏆 Excellence
Delivering superior products with exceptional quality and durability.
🎨 Design
Creating innovative designs that enhance diverse living and working spaces.
❤️ Care
Supporting customers around the world with dedication and responsiveness.
Five Principles of Lutron:
1️⃣ Take care of the customer with superior goods and services.
2️⃣ Take care of the company.
3️⃣ Take care of the people.
4️⃣ Innovate with high-quality products.
5️⃣ Deliver value to the customer.
Markets We Serve:
Lutron lighting controls, smart lighting solutions, and window treatments bring beauty, comfort, convenience, and energy efficiency to residential, commercial, hospitality, healthcare, education, and enterprise environments worldwide.
📝 Job Description
🚀 Lutron Electronics is Hiring | Senior Customer Service Specialist
📍 Location: Cyber City, Gurgaon (Onsite)
🌍 Global Role | Customer Experience
💼 Experience: 8–10 Years
🕒 Employment Type: Full-Time
🎓 Qualification: Bachelor's Degree (60%+ Preferred)
Position:
🔹 Senior Customer Service Specialist
What You'll Do:
• Own and resolve complex customer escalations and critical order issues.
• Manage the complete order lifecycle from order entry through shipment.
• Collaborate with global teams across the US, EMEA, and APAC regions.
• Drive customer satisfaction (CSAT), SLA adherence, and continuous process improvements.
• Support and mentor team members to strengthen organizational capabilities.
• Coordinate with logistics and supply chain stakeholders to ensure seamless execution.
• Deliver exceptional customer experiences while maintaining operational excellence.
What We're Looking For:
✔️ 8–10 Years of experience in Customer Service, Order Management, or Customer Operations.
✔️ Strong exposure to logistics and supply chain coordination.
✔️ Experience with ERP and CRM platforms (SAP and Salesforce preferred).
✔️ Strong ownership mindset and accountability.
✔️ Excellent communication and stakeholder management skills.
✔️ Strong analytical and problem-solving abilities.
✔️ Ability to work effectively in a global environment.
📧 Apply Now
📩 Email: mwalia@lutron.com
📢 Tag Customer Service, Order Management, Supply Chain, and Customer Operations professionals looking for global opportunities in Gurgaon.
🎯 Key Responsibilities
- ✓ Own and resolve complex customer escalations and critical order-related issues across global markets.
- ✓ Manage the complete order lifecycle from order entry through fulfillment, shipment, and delivery.
- ✓ Coordinate with internal stakeholders, logistics partners, supply chain teams, and customers to ensure smooth order execution.
- ✓ Collaborate closely with global teams across the US, EMEA, APAC, India, Middle East, Europe, UK, and ANZ regions.
- ✓ Monitor customer orders, proactively identify risks, and ensure timely resolution of service issues.
- ✓ Drive Customer Satisfaction (CSAT) metrics through exceptional customer support and service excellence.
- ✓ Ensure adherence to Service Level Agreements (SLAs) and operational KPIs.
- ✓ Analyze customer service trends and recommend process improvements to enhance operational efficiency.
- ✓ Handle high-priority customer concerns with strong ownership and accountability.
- ✓ Utilize ERP and CRM platforms such as SAP and Salesforce to manage customer interactions and order processing.
- ✓ Support logistics and supply chain coordination activities to ensure seamless delivery execution.
- ✓ Mentor, coach, and support team members to enhance customer service capabilities and performance.
- ✓ Participate in process optimization initiatives and continuous improvement programs.
- ✓ Prepare reports, track service metrics, and provide insights to leadership teams.
- ✓ Maintain strong relationships with customers and internal stakeholders to deliver a world-class customer experience.
💡 Required Qualifications & Skills
🚀 Career Guidance & Interview Insights
To help you succeed, we've compiled original preparation guides, resume keywords, and growth analytics for this category of role.
Working as a Senior Customer Service Specialist gives you an operational bird's-eye view of the organization. You will streamline processes, coordinate resource allocation, eliminate administrative bottlenecks, and ensure smooth day-to-day business execution. This role builds exceptional leadership, organization, and problem-solving skills.
Operations careers focus on coordination and organization. Progression moves from Administrative Coordinator or Operations Associate to Office Manager or Operations Specialist. Experienced leaders advance to Operations Manager, Director of Operations, and strategic executive leadership such as Chief Operating Officer (COO).
Expected Technical & Behavioral Questions:
- Q1: How do you prioritize tasks when multiple departments request administrative support simultaneously?
Answer Tip: Explain categorizing tasks by urgency and impact, setting clear expectations, and utilizing shared ticketing or task boards. - Q2: Tell us about a time you optimized an inefficient office process.
Answer Tip: Discuss identifying paper-heavy delays, digitizing approvals, saving company hours, and obtaining positive team feedback. - Q3: How do you manage vendor relationships and negotiate contracts?
Answer Tip: Talk about conducting multi-vendor bidding, validating service level agreements (SLAs), building long-term goodwill, and regular performance audits.
To pass automated ATS (Applicant Tracking System) screening and catch the recruiter's eye, tailor your resume with the following tips:
- Keywords to include: Vendor Management, Facility Operations, Inventory Control, Process Optimization, Scheduling, Resource Allocation, Procurement, SLA management.
- Format: Structure your experience chronologically, starting with your operational achievements and process improvements.
- Quantify Results: E.g., 'Negotiated vendor contracts, reducing corporate facility expenses by 12% without reducing service frequency.'
Estimated compensation for this role type in India is ₹6,50,000 - ₹12,00,000+ per annum. The actual salary package offered depends on factors such as company size, work mode (remote or on-site), individual technical proficiency, and negotiations during final HR rounds.
To boost your professional profile, look into: Project Management Professional (PMP), CAPM from PMI, Certified ScrumMaster (CSM), or advanced business communications and spreadsheet management credentials.
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