Overview

Lutron is looking for a Senior Customer Service Specialist to join their Global Service & Experience Center, at the Cyber City, Gurgaon.

At Lutron, we put the customer first in all that we do. In this role, will have the opportunity to make a long-lasting, positive impact on the service we provide to our customers and develop your career through meaningful customers interactions, immersive product training and creative team projects. Upon completion, you will have the opportunity to contribute your knowledge, skills and abilities to one of our many customer-impacting teams.

Responsibilities

Lead the Customer Service team supporting different geographical regions i.e. India, Middle East, Europe & UK, Australia & Current Zealand.
Collaborate with global stakeholders (US/EMEA/APAC) to resolve critical business issues.
Own and resolve complex customer queries, escalations, and order-related issues with end-to-end accountability
Act as a Subject Matter Expert (SME) for customer service processes, order management, Tools and system workflows
Work closely with Supply Chain,



Logistics, Planning, and Sales teams to ensure seamless order fulfillment and delivery
Manage order lifecycle activities including order entry, tracking, shipment coordination, and issue resolution
Identify service gaps, delays, and inefficiencies, and drive continuous improvement initiatives
Own Customer Services Teams performance and ensure Ensure adherence to SLAs, KPIs, and global service standards
Overall development of teams across different verticals under Customer Service function
Sustainable long team approach towards enhancing Customer Experience & building customer relations.
Analyze customer trends, shipment delays, and recurring issues; provide data-driven insights to leadership
Support and mentor team members; share best practices and enhance team capability
Drive customer satisfaction (CSAT) through proactive communication and ownership

Qualifications

Any graduate can apply.
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📌 Senior Customer Service Specialist (Gurugram)
🏢 Lutron Electronics
📍 Gurugram