Luxottica Customer Service Specialist in McDonough, Georgia
Requisition ID: 62001
Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 7,200 retail stores across the globe.
In North America, our wholesale business is the home to global brands; Ray-ban, Oakley and many of the top fashion house brands. Our leading retail brands include; Lenscrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.
To support our global business, Luxottica operates multiple manufacturing and logistics facilities across North America to support our retail stores and wholesale customers.
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
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
Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please contact the Luxottica HR Solutions Group at 1-866-431-8484.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity or expression, citizenship, 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.
Call Center & Customer Service