Global Customer Experience Specialist

EssilorLuxottica; Watsonville (CA); On-site; USD 33,062 - 48,216; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica in Watsonville, CA is seeking a Customer Service Specialist to deliver high-quality support and resolve issues in a collaborative, cross-functional environment. You will be the front-line escalation point for customer questions and help ensure timely, accurate responses.

Responsibilities include monitoring service levels, owning customer claims, routing orders to meet SLAs, and using KPIs to drive process improvements.

Qualifications

• 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.

Responsibilities

• 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 timeframes.
• Support timely routing of customer orders versus SLA and/or the required delivery date.

Skills

Customer service

Communication

Problem solving

Project management

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Outlook

Excel

Job description

EssilorLuxottica in Watsonville, CA is seeking a Customer Service Specialist to deliver high-quality support and resolve issues in a collaborative, cross-functional environment. You will be the front-line escalation point for customer questions and help ensure timely, accurate responses.

Responsibilities include monitoring service levels, owning customer claims, routing orders to meet SLAs, and using KPIs to drive process improvements.