RxO - Customer Service Specialist (1st Shift)

EssilorLuxottica Group • Warwick, RI

5d

About The Position

The Customer Service Specialist provides high-quality support and problem resolution within a team environment. As a front-line escalation point for customer issues, this role provides immediate feedback to internal stakeholders and drives proactive issue resolution. The specialist acts as a liaison between operations and the commercial organization, monitors customer service levels, owns the collection and resolution of customer claims, and supports Customer Service Associates when problems arise. The position also tracks and reports customer service issues, uses KPI reports to recommend process improvements, identifies and communicates obstacles to the smooth flow of customer orders, and supports timely order routing against service-level agreements and required delivery dates. The role escalates unresolved issues involving critical customers to a supervisor and aims to deliver a best-in-class experience for customers and the operations team.

Requirements

• Bachelor’s degree or comparable qualification, or equivalent experience.
• 1–2 years of customer service experience.
• Strong proficiency with MS Office, particularly Outlook and Excel.
• Experience in a warehouse and transportation operations environment.
• Ability to influence, with strong organizational and interpersonal skills.
• Strong analytical, decision-making, and creative problem-solving skills.
• Strong communication, presentation, and project management skills.
• Ability to collaborate cross-functionally with internal and external partners to define and execute programs and build consensus.

Responsibilities

• Act as a liaison between operations and the commercial organization.
• Monitor and manage service levels provided to customers.
• Own the collection and resolution of customer claims from the commercial organization.
• Serve as the first line of support for Customer Service Associates when issues or problems arise.
• Track and report customer service issues to the business on a daily and weekly basis.
• Use reported KPIs to suggest process improvements and implement new procedures as necessary.
• Detect and proactively communicate issues preventing the smooth flow of customer orders, assigning appropriate priority and urgency.
• Deliver a best-in-class experience for customers and the operations team.
• Escalate unresolved critical-customer issues to a supervisor within the timeframe needed to meet customer expectations.
• Support timely routing of customer orders against service-level agreements and required delivery dates.

Benefits

• Health care
• Retirement savings
• Paid time off/vacation
• Employee discounts
• Competitive bonus and/or commission plan may be offered

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level