Global Customer Service Specialist - Vision & Lenses

Luxottica; Watsonville (CA); On-site; USD 33,062 - 46,838; Full time

Benefits offered by this job

Employee discounts

Bonus/commission plan

Job summary

EssilorLuxottica is seeking a Customer Service Specialist in Watsonville, CA to provide high-quality support and resolve issues within a team environment. You will be the front-line in the escalation process, delivering timely feedback to internal stakeholders and driving proactive resolution of customer problems.

You will act as a liaison between operations and the commercial organization, monitor service levels, own the collection and resolution of customer claims, and support ongoing

Qualifications

• Bachelor’s degree or comparable experience.
• 1–2 years of customer service experience.
• Strong MS Office skills, especially Excel.
• Experience in warehouse & transportation operations environment.
• Ability to influence; strong organizational & interpersonal skills.
• Strong 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.
• Track and report back to the business on customer services issues that arise on a daily/weekly basis.
• Utilize reported KPIs 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.
• Deliver 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

Analytical thinking

Communication

Cross-functional collaboration

Project management

Influence

Education

Bachelor’s degree

Job description

EssilorLuxottica is seeking a Customer Service Specialist in Watsonville, CA to provide high-quality support and resolve issues within a team environment. You will be the front-line in the escalation process, delivering timely feedback to internal stakeholders and driving proactive resolution of customer problems.

You will act as a liaison between operations and the commercial organization, monitor service levels, own the collection and resolution of customer claims, and support ongoing