Customer Service Specialist: Ops & Claims Liaison

Luxottica; McDonough (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

EssilorLuxottica is seeking a D/L - Specialist in Customer Service (1st Shift) to serve as the front-line liaison between operations and the commercial organization. The role focuses on monitoring service levels, owning customer claims, and delivering a best-in-class support experience.

Seeking candidates with a Bachelor's degree or equivalent, 1–2 years in customer service, and strong MS Office skills (Outlook and Excel). Experience in warehouse and transportation operations is preferred.

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.

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.

Skills

MS Office

Outlook

Excel

Customer Service

Problem solving

Education

Bachelor's degree

Job description

EssilorLuxottica is seeking a D/L - Specialist in Customer Service (1st Shift) to serve as the front-line liaison between operations and the commercial organization. The role focuses on monitoring service levels, owning customer claims, and delivering a best-in-class support experience.

Seeking candidates with a Bachelor's degree or equivalent, 1–2 years in customer service, and strong MS Office skills (Outlook and Excel). Experience in warehouse and transportation operations is preferred.