RxO - Customer Service Specialist (1st Shift)

Requisition ID: 951297 | Store #: E02529 Ops - Cust Svc - General WarWi | Position: Full-Time

About the role

EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. The company offers industry stakeholders in over 150 countries access to a global platform of high-quality vision care products — including the Essilor brand portfolio (Varilux, Crizal, Eyezen, Stellest, Transitions), iconic consumer brands (Ray-Ban, Oakley, Persol, Oliver Peoples), and a retail network (Sunglass Hut, LensCrafters, Target Optical) plus leading e-commerce platforms. A unique business model balances speed, efficiency, and proximity through a global supply chain with cutting-edge technology: centralized frame production and a capillary network for lens finishing and prescription laboratories.

The Customer Service Specialist provides high-quality support and problem resolution within a team environment. This position serves as the front line in the escalation process for customer issues, delivering immediate feedback to internal stakeholders and driving proactive issue resolution.

Responsibilities

• Act as a liaison between operations and the commercial organization
• Monitor and manage service levels provided 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 or problems arise
• Track and report back to the business on customer service issues that arise on a daily/weekly basis
• Utilize reported KPIs 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, assigning 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 versus SLA and/or the required delivery date

Requirements

• Bachelor’s Degree or comparable; or equivalent experience
• 1–2 years of Customer Service experience
• Strong proficiency with MS Office; Outlook and 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

Benefits

• Health care
• Retirement savings
• Paid time off / vacation
• Various employee discounts

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. The role may also be offered a competitive bonus and/or commission plan, complementing a first-class total rewards package.