RxO - Customer Service Representative

Luxottica; Warwick (RI); On-site; USD 42,000 - 62,000; Full time

Job summary

EssilorLuxottica is seeking a seasoned Customer Service Representative in the United States to resolve order issues and support internal and external customers across multiple channels. The role emphasizes problem solving, critical thinking, and precise communication in a fast‑paced environment.

Ideal candidates will have 5+ years in customer service, proficiency with Microsoft Excel, and the ability to handle high‑pressure situations while delivering exceptional service and accurate information.

Qualifications

• 5+ years of customer service experience.
• Excellent communication techniques, including courteous language and proper grammar.
• Excellent critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Excellent active listening and comprehension skills.
• Ability to demonstrate empathy in all situations.
• Ability to negotiate win/win resolutions.
• Ability to multi-task and prioritize handling issues in a high-stress environment.
• Ability to be self-reliant and resourceful.
• Experience with Microsoft Excel and Microsoft Office.

Responsibilities

• Analyses and resolves order errors and inconsistencies.
• Uses effective problem‑solving techniques to resolve exceptions.
• Applies critical thinking to ensure customer satisfaction.
• Follows proper procedures and guidelines for resolutions.
• Navigates efficiently in all system applications.
• Applies appropriate urgency to exceed expectations.
• Communicates with Store Associates, Leadership, Brand Teams, and other Departments.
• Communicates with Vendors, Shipment Couriers, and Outside Labs.

Skills

Customer service

Communication skills

Critical thinking

Active listening

Empathy

Negotiation

Multi-tasking

Self-reliance

Excel

Microsoft Office

Tools

Microsoft Excel

Job description

We are a global 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.

The Customer Service Representative provides resolution to process exceptions by using effective problem-solving and critical thinking techniques. Communicates with internal and external customers, providing excellent customer service via all communication channels.

MAJOR DUTIES AND RESPONSIBILITIES

• Analyzes and resolves order errors and inconsistencies.
• Uses effective problem-solving techniques to resolve exceptions.
• Applies critical thinking and attention to detail to ensure customer satisfaction.
• Follows proper procedures and guidelines for resolutions.
• Navigates efficiently in all system applications.
• Applies proper level of urgency relative to resolution to exceed expectations.
• Internal Communication –Store Associates, Leadership, Brand Teams, other Departments, Team Members, Manufacturing Labs, and Distribution Centers.
• External Communication – Luxottica Retail Vendors, Shipment Couriers, and Outside Labs.

BASIC QUALIFICATIONS

• 5+ years Customer Service experience
• Excellent communication techniques, which includes employing courteous language and proper grammar
• Excellent critical thinking and problem-solving skills
• Excellent verbal and written communication skills
• Excellent active listening and comprehension skills
• Ability to demonstrate empathy to all situations
• Ability to negotiate win/win resolutions
• Ability to multi-task and prioritize handling of issues in a high stress/high pressure work environment
• Ability to be self-reliant and resourceful
• Experience with Microsoft Excel
• Solid knowledge of Microsoft Office environment
• Ability to work extended business hours and weekend hours on a rotating basis

PREFERRED QUALIFICATIONS

• Intermediate Optical Knowledge

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.

EssilorLuxottica 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 if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [e-mail]

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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