Customer Service Specialist-Remote

Minneapolis, MN, US, 55411

Requisition ID: 860255 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

As a member of the Logistics Customer Service Department at the Atlanta Service Center (ASC), the Customer Service Specialist provides high quality support and problem resolution within a team environment.  This position is the front-line in the escalation process of customer issues, providing immediate feedback to internal stakeholders and driving proactive issue resolution.

MAJOR DUTIES AND RESPONSIBILITIES

• Act as a liaison between logistics operations and the commercial organization

• Leverage SAP to monitor & manage service levels provided by the ASC to customers
• Own the collection & resolution of customer claims from the commercial organization
• Act as the first line of support for Customer Service Associates when issues/problems arise

• Tracks and reports back to the business on customer services issues that arise on daily/weekly basis
• Utilize reported KPI’s to suggest process improvements, and implement new procedures as necessary
• Detect & proactively communicate to operations any issue preventing the smooth flow of customer orders while assigning the appropriate priority and sense of urgency
• Delivers a best in class experience for both customers and the operations team
• Escalate to your Supervisor any issue regarding critical customers that are not resolved within the timeframe required to meet customer expectations
• Support timely routing of customer orders vs. SLA and/or the required delivery date

BASIC QUALIFICATIONS

• Bachelor’s Degree or comparable; or equivalent experience
• 1-2 years of Customer Service experience
• Strong working knowledge of SAP
• Strong proficiency with MS Office; Outlook, Excel in particular
• Experience in warehouse & transportation operations environment

• Ability to influence; strong organizational & interpersonal skills
• Strong blend of analytical, decision making, and creative problem solving skills
• Strong communications, presentation, and project management skills
• Collaborator – ability to work cross-functionally with internal and external partners to define and execute programs and build consensus for best results

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.