Customer Service Representative

2 weeks ago

Minneapolis, Minnesota, United States EssilorLuxottica Full time
Job Summary

We are seeking a highly skilled Customer Service Specialist to join our Logistics Customer Service Department at the Atlanta Service Center (ASC). As a key member of our team, you will provide exceptional support and problem resolution to our customers, driving proactive issue resolution and delivering a best-in-class experience.

Key Responsibilities
  • Act as a liaison between logistics operations and the commercial organization, ensuring seamless communication and collaboration.
  • Monitor and manage service levels provided by the ASC to customers, leveraging SAP to optimize performance.
  • Own the collection and resolution of customer claims from the commercial organization, ensuring timely and effective issue resolution.
  • Provide first-line support for Customer Service Associates, addressing issues and problems in a timely and professional manner.
  • Track and report customer service issues on a daily and weekly basis, utilizing reported KPIs to suggest process improvements.
  • Proactively communicate with operations to detect and resolve issues preventing the smooth flow of customer orders, assigning priority and sense of urgency as needed.
  • Deliver a best-in-class experience for both customers and the operations team, escalating critical issues to supervisors as required.
  • Support timely routing of customer orders versus SLA and/or required delivery dates.
Requirements
  • Bachelor's Degree or comparable experience.
  • 1-2 years of Customer Service experience.
  • Strong working knowledge of SAP.
  • Strong proficiency with MS Office, particularly Outlook and Excel.
  • Experience in warehouse and transportation operations environments.
  • Ability to influence, with strong organizational and interpersonal skills.
  • Strong analytical, decision-making, and creative problem-solving skills.
  • Strong communications, presentation, and project management skills.
  • Collaborator with ability to work cross-functionally with internal and external partners.
What We Offer

EssilorLuxottica offers a competitive compensation package, including a first-class total rewards program, benefits, and employee discounts. We are an Equal Opportunity Employer and welcome applications from diverse candidates. Upon request, we will provide reasonable accommodations to individuals with disabilities in the application and hiring process.

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