Senior Customer Service Specialist

Overview Lutron’s Gurgaon team is looking for a Senior Customer Service Specialist for the Gurugram location. In this role you’ll play a key role in delivering exceptional support and creating meaningful experiences for our customers. Through hands-on product training, impactful customer interactions, and collaborative team initiatives, you'll not only elevate the service we provide but also grow your own career. This role offers a pathway to contribute your expertise across our customer-facing teams, driving lasting value and making a real difference every day. • Interact with customers as the one-stop solution for all their needs from product selection to expedite requests to problem resolution • Work through the organization as the voice of the customer to prevent and solve issues in a timely manner • Utilize your creative and “outside of the box” thinking skills to propose solutions to the challenges of our business • Build a strong knowledge of our innovative products & solutions Responsibilities • Serve as the primary customer contact, delivering a high‑touch, end‑to‑end support experience across all channels. • Diagnose and resolve complex technical and service issues using structured, analytical problem‑solving. • Handle escalations with ownership and professionalism, ensuring timely and accurate resolutions. • Manage orders, returns, account updates, and delivery inquiries with precision and proactive follow‑up. • Maintain deep expertise in products, solutions, systems, and policies to provide consultative guidance. • Utilize CRM and digital tools (e.g., Salesforce, myLutron) to document interactions and drive e‑tools adoption. • Onboard and train channel partners, providing ongoing refreshers to strengthen their capability and readiness. • Collect and report customer feedback, identifying trends and advocating improvements across teams. • Collaborate cross‑functionally as the voice of the customer to prevent issues and enhance processes. • Apply creative and strategic thinking to propose innovative solutions that elevate the customer experience. Qualifications • Any graduate or equivalent degree (preferably B.Tech or B.Sc) with a minimum, aggregate of 60% marks or a CGPA equivalent or higher. • Minimum 4 years of progressive experience in order management, order‑to‑cash processes, and operational support within a fast‑paced environment. • Demonstrated customer‑facing experience, with a proven ability to manage complex inquiries and deliver a professional, solutions‑focused experience. • Proficiency using enterprise software and digital tools to manage, track, and resolve customer cases efficiently (e.g., CRM, order management systems). • Professional written and verbal communication skills. 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 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.