Specialist- Customer Service (Remote)

Walman is a leading provider of optical solutions serving independent eye care professionals. The Customer Service Specialist role involves providing high-quality support and problem resolution, acting as a liaison between operations and the commercial organization, and ensuring an exceptional experience for customers and the operations team.

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