RxO - Customer Service Representative

Requisition

Store #: E05082 CUST. SVC. GETWNM

Position:
Full-Time

Total Rewards:
Benefits/Incentive Information

If you've worn a pair of glasses, we've already met.

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, Lens Crafters, 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 Linked In!

JOB DESCRIPTION

GENERAL FUNCTION

As a Customer Service Representative, you will demonstrate a strong dedication to quality customer service, superior telephone etiquette and the ability to interact effectively with customers. As a part of the Customer Service team, you will work collaboratively with all other team members, to continuously improve processes that will positively impact customer service and grow profitably.

MAJOR DUTIES AND RESPONSIBILITIES

This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.

* Receive incoming calls, process telephone orders from customers, and verify correct items, quantities, prices, and availability.

* Coordinate customer orders to ensure they are shipped on time; effectively communicate priority orders.

* Contact customers who have blanket orders on a regularly scheduled basis.

Obtain information on new customers.

* Troubleshoot and resolve customer issues with products or specific orders.

* Receive and direct calls (other than customer service) to the appropriate personnel.

* Assist Area Managers with the fulfillment of orders, special orders, or research necessary.

* Track and address any back order issues, and all other manual reporting; audit as necessary.

* Establish and maintain professional communication with internal/external customers and vendors.

* Collaboratively work with inter-departments and customers.

* Coordinate with export compliance to produce commercial or Performa invoices and produce USMCA certificates for customs approval.

* Coordinate with the purchasing department and process direct ship orders with correct information.

* Notify the Manager on escalated issues such as mis-shipments, or incorrect orders, etc.

* Review Government/Prison contractual agreements and place orders/invoicing accordingly.

* Participate in continuous improvement and physical inventory activity.

* Mastery of the company's product catalog and technology; keep informed of all new company products to efficiently service all customers.

* Perform tasks in multiple systems simultaneously (SAP, Docuware, Soloman, C4C, Tracking platforms, Adobe, Microsoft Office, Snip it.)

* Performance of other duties as assigned by the manager.

BASIC QUALIFICATIONS

* 2-3 years of customer service experience or related field.

* High school diploma, GED or equivalent work experience.

* Advanced communication skills/ polished phone etiquette.

* Strong attention to detail and ability to multi-task.

* Knowledgeable in customer service delivery.

* Knowledge and experience with improving processes.

* Excellent written and verbal communication skills.

* Strong organizational, problem-solving,…