Walman Optical is a leading provider of optical solutions for independent eye care professionals. The Customer Service Specialist is responsible for providing high-quality support and problem resolution, acting as a liaison between operations and the commercial organization to ensure customer satisfaction and smooth order flow.
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
- Tracks and reports back to the business on customer services issues that arise on daily/weekly basis
- Utilize reported KPI’s 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
- 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
Requirements:
- 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