Customer Service Representative

GENERAL FUNCTION

The Customer Service Representative delivers high-quality, multi-channel support and problem resolution to customers, ensuring an exceptional experience with Walman X-Cel Specialty Contacts. This role handles customer inquiries, processes orders, and initiates escalation for unresolved issues.

Major Duties and Responsibilities

- Perform all duties in compliance with company policies, maintaining punctuality and availability for overtime as needed. - Engage in 50-100 customer interactions daily, including price quotes, order processing, adjustments, cancellations, and shipping instructions. - Provide excellent written and verbal communication, ensuring positive customer experiences and driving revenue growth. - Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention. - Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary. - Serve as a positive role model, demonstrating continuous improvement and supporting company objectives. - Ensure productivity and quality standards are met to exceed customer expectations. - Use courteous, professional language and work effectively within a team environment. - Troubleshoot complex customer issues, manage late job lists, and communicate with internal teams to expedite solutions. - Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.

BASIC QUALIFICATIONS

- High school diploma or equivalent preferred. - Previous customer service experience or relevant training. - Strong communication skills, including the ability to write and comprehend short correspondence. - Professional and courteous demeanor in customer interactions. - Basic math proficiency and ability to multitask effectively. - Strong judgment and decision-making skills. - Basic proficiency in Microsoft Office (Word, Excel, Outlook). - Keyboarding skills, including 10-key and typing speed of 35-40 WPM. - ABO certification preferred.

PREFERRED QUALIFICATIONS

- 2-4 years of customer service experience. - Experience in a telephonic or direct customer contact role. - Previous Luxottica Retail store/field experience.