Customer Services Leader

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 & New 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.
• 8–10 years of experience in Customer Service / Customer Operations / Order Management.
• Strong experience in order management, supply chain coordination, and logistics handling
• Proven ability to manage high-impact escalations and critical shipments
• Excellent communication and stakeholder management skills
• Experience with ERP/CRM systems (SAP/Sales Force preferred)
• Strong analytical and problem-solving skills with attention to detail
• Ability to work in a fast-paced, global, and cross-functional environment
• High level of ownership, accountability, and integrity
  
  

Lutron Electronics position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent. Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization. For more information, view our website at www.lutron.com.

Lutron Electronics is an Equal Opportunity – Affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics