RxO - Customer Service Representative

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our products span iconic brands like Ray-Ban, Oakley, Persol, Oliver Peoples, Essilor, Varilux, Crizal, Eyezen, Stellest, and Transitions. We operate a vast network including Sunglass Hut, LensCrafters, Target Optical, and leading e-commerce platforms, serving over 150 countries with a global supply chain and over 200,000 dedicated employees.

About the role

As a Customer Service Representative, you will deliver high-quality customer service with superior telephone etiquette and effective customer interactions. Collaborating with the Customer Service team, you will help improve processes to enhance customer satisfaction and drive profitability.

Responsibilities

• Receive incoming calls, process telephone orders, and verify items, quantities, prices, and availability.
• Coordinate customer orders to ensure timely shipping and communicate priority orders effectively.
• Contact customers with blanket orders on a scheduled basis and gather information on new customers.
• Troubleshoot and resolve customer issues related to products or orders.
• Direct non-customer-service calls to appropriate personnel.
• Assist Area Managers with order fulfillment, special orders, or necessary research.
• Track and address back orders, manual reporting, and audits.
• Maintain professional communication with internal/external customers and vendors.
• Collaborate with inter-departments and customers to streamline processes.
• Coordinate with export compliance for commercial or Performa invoices and USMCA certificates.
• Work with the purchasing department to process direct ship orders accurately.
• Escalate issues like mis-shipments or incorrect orders to the Manager.
• Review Government/Prison contractual agreements and handle orders/invoicing accordingly.
• Participate in continuous improvement initiatives and physical inventory activities.
• Master the company’s product catalog and technology; stay informed about new products.
• Perform tasks in multiple systems simultaneously (SAP, Docuware, Soloman, C4C, tracking platforms, Adobe, Microsoft Office, Snip It).
• Complete other duties as assigned by the manager.

Requirements

• 2-3 years of customer service experience or related field.
• High school diploma, GED, or equivalent work experience.
• Advanced communication skills and polished phone etiquette.
• Strong attention to detail and ability to multi-task.
• Knowledge of customer service delivery and process improvement.
• Excellent written and verbal communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities, workflow, and implement actions.
• Proficient in MS Office (Word, Excel, PowerPoint) and advanced data entry.
• Systems literate in Soloman and SAP.
• Ability to lift up to 40 pounds.

Benefits

• Health care coverage.
• Retirement savings plans.
• Paid time off/vacation.
• Various employee discounts.
• Competitive bonus and/or commission plan.

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements.