Rxo - Customer Service Representative

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

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 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
• 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

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.

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 U.S. receive preference in accordance with Tribal Law.