Customer Service Representative (1st Shift)

EssilorLuxottica•Pittsfield, MA

53d•$22

About The Position

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms. Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!GENERAL FUNCTION The Customer Service Representative provides resolution to process exceptions by using effective problem-solving and critical thinking techniques. Communicates with internal and external customers, providing excellent customer service via all communication channels.

Requirements

High School diploma
5+ years Customer Service experience
Excellent communication techniques, which includes employing courteous language and proper grammar
Excellent critical thinking and problem-solving skills
Excellent verbal and written communication skills
Excellent active listening and comprehension skills
Ability to demonstrate empathy to all situations
Ability to negotiate win/win resolutions
Ability to multi-task and prioritize handling of issues in a high stress/high pressure work environment
Ability to be self-reliant and resourceful
Proficient computer skills
Experience with Microsoft Excel
Solid knowledge of Microsoft Office environment
Ability to work extended business hours and weekend hours on a rotating basis

Nice To Haves

Associate degree
Intermediate Optical Knowledge

Responsibilities

Analyzes and resolves order errors and inconsistencies.
Uses effective problem-solving techniques to resolve exceptions.
Applies critical thinking and attention to detail to ensure customer satisfaction.
Follows proper procedures and guidelines for resolutions.
Navigates efficiently in all system applications.
Process data entry orders.
Applies proper level of urgency relative to resolution to exceed expectations.
Internal Communication -Store Associates, Leadership, Brand Teams, other Departments, Team Members, Manufacturing Labs, and Distribution Centers.
External Communication - Luxottica Retail Vendors, Shipment Couriers, and Outside Labs.