Rxo - Customer Service Representative

Rxo - Customer Service Representative

Brand: Essilor and Subsidiaries Location: Watsonville, CA, US, 95076 Store #: E02577 Ops - Cust Svc - General WatSo Position: Full-Time Total Rewards: Benefits/Incentive Information

If you've worn a pair of glasses, we've already met. We are aglobal 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, LensCrafters, 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.

Job Description

General Function: 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 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

Basic Qualifications

• 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

Pay Range: 24.05 - 34.55

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.