As a leading provider of innovative solutions for the optical industry, arenaflex is committed to delivering exceptional customer experiences that exceed expectations. We're seeking an experienced Customer Service Specialist to join our team and provide top-notch support to our customers. If you're passionate about delivering world-class service and have a knack for problem-solving, we want to hear from you.
**About arenaflex**
arenaflex is a dynamic organization that has been serving thousands of independent eye care professionals since 1915. Our team of experts provides solutions for all of their optical needs, helping businesses grow while delivering quality eyewear and unmatched service for an exceptional patient experience. As a division of arenaflex, our collective mission is to enrich the lives of our customers, employees, and the communities we serve through better vision.
**About the Role**
As a Customer Service Specialist at arenaflex, you will be the front-line in the escalation process of customer issues, providing immediate feedback to internal stakeholders and driving proactive issue resolution. You will act as a liaison between logistics operations and the commercial organization, leveraging SAP to monitor and manage service levels provided by the Atlanta Service Center (ASC) to customers. Your primary responsibilities will include:
* Acting as a liaison between logistics operations and the commercial organization
* Leveraging SAP to monitor and manage service levels provided by the ASC to customers
* Owning the collection and resolution of customer claims from the commercial organization
* Acting as the first line of support for Customer Service Associates when issues/problems arise
* Tracking and reporting back to the business on customer services issues that arise on a daily/weekly basis
* Utilizing reported KPIs to suggest process improvements and implement new procedures as necessary
* Detecting and proactively communicating to operations any issue preventing the smooth flow of customer orders while assigning the appropriate priority and sense of urgency
* Delivering a best-in-class experience for both customers and the operations team
* Escalating to your Supervisor any issue regarding critical customers that are not resolved within the timeframe required to meet customer expectations
* Supporting timely routing of customer orders vs. SLA and/or the required delivery date
**Essential Qualifications**
* Bachelor's Degree or comparable; or equivalent experience
* 1-2 years of Customer Service experience
* Strong working knowledge of SAP
* Strong proficiency with MS Office, Outlook, and Excel
* 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
**Preferred Qualifications**
* Experience in a similar role within the optical industry
* Familiarity with EssilorLuxottica's products and services
* Strong knowledge of logistics and transportation operations
* Experience with process improvement initiatives and implementing new procedures
**What We Offer**
* Competitive salary and bonus structure
* Comprehensive benefits package, including health care, retirement savings, paid time off/vacation, and various employee discounts
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**Why Join arenaflex?**
* arenaflex is a leading provider of innovative solutions for the optical industry
* We offer a dynamic and collaborative work environment
* We prioritize employee growth and development
* We recognize and reward outstanding performance
* We offer a comprehensive benefits package and competitive compensation
**How to Apply**
If you're passionate about delivering world-class customer service and have a knack for problem-solving, we want to hear from you. Please submit your application without delay. We're keen to hear from talented candidates like you.