Rxo - Customer Service Representative

Overview

We are a global leader in design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We provide products and services across 150+ countries with brands including Essilor, Ray-Ban, Oakley, Persol, Oliver Peoples, and retailers such as Sunglass Hut, Lens Crafters, and Target Optical.

Join a global community of professionals focused on innovation and operational excellence in a dynamic environment.

The Customer Service Specialist provides high-quality support and problem resolution within a team environment. This role is the front-line point of escalation for customer issues, delivering timely feedback to internal stakeholders and driving proactive issue resolution.

• 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 arise
• Track and report customer service issues on a daily/weekly basis
• Utilize reported KPIs to suggest process improvements and implement new procedures as necessary
• Detect and proactively communicate any issue that could disrupt the smooth flow of customer orders, assigning priority and urgency
• Deliver a best-in-class experience for customers and the operations team
• Escalate to your Supervisor any issue with critical customers not resolved within required time frames
• Support timely routing of customer orders versus SLA and/or the required delivery date

• Bachelor’s Degree or equivalent experience
• 1-2 years of customer service experience
• Strong proficiency with MS Office (Outlook, Excel)
• Experience in warehouse and transportation operations environment
• Ability to influence; strong organizational and interpersonal skills
• Analytical, decisive, and creative problem-solving skills
• Strong communications, presentation, and project management skills
• Collaborative mindset to work cross-functionally with internal and external partners

Pay Range:

This posting is for an existing vacancy within our business. Employee pay is determined by geography, experience, qualifications, skills, and local minimum wage requirements. A competitive bonus/commission plan may be offered. Benefits may include health care, retirement savings, paid time off/vacation, and employee discounts.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting or request a reasonable accommodation, please contact the Speak Up Hotline at  or email HRC

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, or other legally protected characteristics. Native Americans in the US receive preference in accordance with Tribal Law.