D/L - Specialist - Customer Service (1st Shift)

EssilorLuxottica Group•McDonough, GA

9d•Onsite

About The Position

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.

Requirements

Bachelor’s Degree or comparable; or equivalent experience
1-2 years of Customer Service experience
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

Responsibilities

Act as a liaison between operations and the commercial organization
Monitor & manage service levels provided 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