Customer Service Representative at ICIMS - Lutron Electronics Company, Inc – Gurgaon

Lutron Electronics Company, Inc
Customer Service Representative

IN--Gurgaon

Job ID: 2026-5105
Type: Regular Full-Time
# of Openings: 1
Category: Customer Service
Lutron - India Sales and Services Office

Overview

Lutron’s Gurgaon team is looking for a Customer Service Representative 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

• Act as the main point of contact for customers, providing friendly, helpful support across phone, email, and chat.
• Troubleshoot technical and service issues by following clear steps and using logical problemsolving.
• Take ownership of difficult cases and escalations, making sure customers receive accurate and timely solutions.
• Process orders, returns, account changes, and delivery questions with attention to detail and consistent followup.
• Build strong knowledge of products, systems, and policies so you can give confident, helpful guidance.
• Use CRM and digital tools (like Salesforce or myLutron) to record customer interactions and encourage customers to use online tools.
• Help train and support channel partners, offering refreshers to keep them up to date.
• Gather customer feedback and share common issues or trends with the team.
• Work with other departments to represent the customer’s needs and help prevent future problems.
• Suggest practical improvements and new ideas to make the customer experience better

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 1 year of experience in order management, ordertocash processes, and operational support within a fastpaced environment.
• Demonstrated customerfacing experience, with a proven ability to manage complex inquiries and deliver a professional, solutionsfocused 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 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