As a leading global player in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses, arenaflex is committed to enriching the lives of our customers, employees, and the communities we serve through better vision. With a rich history dating back to 1915, our experienced and knowledgeable team has been providing solutions for all of the optical needs of thousands of independent eye care professionals. We're now seeking an exceptional Customer Service Specialist to join our Logistics Customer Service Department at the Atlanta Service Center (ASC).
**About arenaflex**
arenaflex is a division of EssilorLuxottica, a global leader in the eyewear industry. Our collective mission is to provide quality eyewear and unmatched service for an exceptional patient experience. With us, you'll bring our most advanced technology and innovative products to our partners, helping businesses grow while delivering exceptional results.
**Job Summary**
As a Customer Service Specialist at arenaflex, you will be the front-line in the escalation process of customer issues, providing immediate feedback to internal stakeholders and driving proactive issue resolution. You will act as a liaison between logistics operations and the commercial organization, leveraging SAP to monitor and manage service levels provided by the ASC to customers. Your primary responsibilities will include owning the collection and resolution of customer claims from the commercial organization, acting as the first line of support for Customer Service Associates, and tracking and reporting back to the business on customer services issues.
**Key Responsibilities**
* Act as a liaison between logistics operations and the commercial organization
* Leverage SAP to monitor and manage service levels provided by the ASC to customers
* Own the collection and 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 a daily/weekly basis
* Utilize reported KPI's to suggest process improvements, and implement new procedures as necessary
* Detect and 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
**Essential Qualifications**
* Bachelor's Degree or comparable; or equivalent experience
* 1-2 years of Customer Service experience
* Strong working knowledge of SAP
* Strong proficiency with MS Office; Outlook, Excel in particular
* Experience in warehouse and transportation operations environment
* Ability to influence; strong organizational and 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
**Preferred Qualifications**
* Previous experience in a similar role within the eyewear industry
* Strong understanding of logistics and transportation operations
* Experience with process improvement and implementation
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced environment with multiple priorities
**What We Offer**
* Competitive salary and bonus structure
* Comprehensive benefits package, including health care, retirement savings, paid time off/vacation, and various employee discounts
* Opportunity to work with a global leader in the eyewear industry
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**Work Environment and Company Culture**
arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe in fostering a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional results and making a positive impact on the lives of our customers and the communities we serve.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional results, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer. We are committed to providing a fair and inclusive hiring process, and we welcome applications from diverse candidates. We are an affirmative action employer and are committed to diversity, equity, and inclusion in the workplace.
**Accommodations for Individuals with Disabilities**
Upon request and consistent with applicable laws, arenaflex will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the arenaflex SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email
[email protected].
**Native Americans in the US Receive Preference**
Native Americans in the US receive preference in accordance with Tribal Law.
Apply Job!
Apply for this job