Experienced Customer Service Specialist – Remote Opportunity at blithequark
Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark, a leading provider of innovative solutions for independent eye care professionals, is seeking an experienced Customer Service Specialist to join our team. As a division of blithequark, our collective mission is to enrich the lives of our customers, employees, and the communities we serve through better vision. With a rich history dating back to 1915, we've been serving thousands of independent eye care professionals, providing solutions for all their optical needs. Our experienced and knowledgeable team helps businesses grow while delivering quality eyewear and unmatched service for an exceptional patient experience.
About blithequark
blithequark is part of a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. Our commitment to innovation and customer satisfaction has earned us a reputation as a trusted partner in the eye care industry. As a member of our team, you'll have the opportunity to work with cutting-edge technology and innovative products that make a real difference in people's lives.
Job Summary
As a Customer Service Specialist at blithequark, you'll be the front-line in the escalation process of customer issues, providing immediate feedback to internal stakeholders and driving proactive issue resolution. You'll work closely with our logistics operations and commercial organization to ensure seamless communication and efficient issue resolution. Your strong analytical, decision-making, and creative problem-solving skills will enable you to identify and address customer service issues, suggesting process improvements and implementing new procedures as necessary.
Key Responsibilities
* Act as a liaison between logistics operations and the commercial organization
- Leverage SAP to monitor and manage service levels provided by the ASC 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/problems arise
- Tracks and reports back to the business on customer services issues that arise on a daily/weekly basis
- Utilize reported KPI's 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 while assigning the 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 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, 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
Preferred Qualifications
* Previous experience in a similar role or industry
- Knowledge of logistics and transportation operations
- Experience with customer relationship management (CRM) software
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced, dynamic environment
- Strong communication and interpersonal skills
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
- Flexible work arrangements, including remote work options
Why Join blithequark?
* We're a global leader in the eye care industry, with a rich history and a commitment to innovation and customer satisfaction
- We offer a dynamic and collaborative work environment, with opportunities for career growth and professional development
- We're passionate about delivering exceptional customer experiences and making a real difference in people's lives
- We offer a comprehensive benefits package and competitive compensation structure
- We're an equal opportunity employer, committed to diversity and inclusion in the workplace
How to Apply
If you're a motivated and customer-centric professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job