Join the blithequark Team: Delivering Exceptional Customer Experiences in the Optical Industry
Since 1915, blithequark has been a trusted partner for thousands of independent eye care professionals, providing innovative solutions and quality eyewear for an exceptional patient experience. As a division of a global leader in ophthalmic lenses, frames, and sunglasses, our collective mission is to enrich the lives of our customers, employees, and the communities we serve through better vision. We are now looking for a highly skilled Customer Service Specialist to join our Logistics Customer Service Department in a remote setting.
About blithequark
blithequark is part of a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. With a rich history dating back to 1915, we have established ourselves as a trusted partner for independent eye care professionals. Our team is dedicated to providing exceptional customer experiences, and we are committed to fostering a culture of innovation, inclusivity, and growth.
Job Summary
As a Customer Service Specialist in our Logistics Customer Service Department, you will play a critical role in providing high-quality support and problem resolution within a team environment. You will act as a liaison between logistics operations and the commercial organization, leveraging SAP to monitor and manage service levels provided to customers. Your exceptional communication and interpersonal skills will enable you to build strong relationships with internal stakeholders and external partners.
Key Responsibilities
- Act as a liaison between logistics operations and the commercial organization to ensure seamless communication and issue resolution.
- Leverage SAP to monitor and manage service levels provided by the Atlanta Service Center (ASC) to customers, identifying areas for improvement and implementing process changes as necessary.
- Own the collection and resolution of customer claims from the commercial organization, ensuring prompt and effective resolution.
- Provide first-line support to Customer Service Associates when issues or problems arise, utilizing reported KPIs to suggest process improvements and implement new procedures.
- Track and report on customer service issues that arise on a daily/weekly basis, providing insights and recommendations to stakeholders.
- Detect and proactively communicate to operations any issues preventing the smooth flow of customer orders, assigning the appropriate priority and sense of urgency.
- Deliver a best-in-class experience for both customers and the operations team, ensuring timely routing of customer orders vs. SLA and/or the required delivery date.
- Escalate critical customer issues to your Supervisor, ensuring prompt resolution and meeting customer expectations.
Requirements and Qualifications
To be successful in this role, you will need:
- Bachelor's Degree or comparable; or equivalent experience.
- 1-2 years of Customer Service experience, preferably in a logistics or transportation operations environment.
- Strong working knowledge of SAP, with experience in monitoring and managing service levels.
- Strong proficiency with MS Office, particularly Outlook and Excel.
- Experience in warehouse and transportation operations environment, with knowledge of logistics and supply chain principles.
- Ability to influence and strong organizational and interpersonal skills, with the ability to work cross-functionally with internal and external partners.
- Strong blend of analytical, decision-making, and creative problem-solving skills, with excellent communication and presentation skills.
- Collaborator – ability to work cross-functionally with internal and external partners to define and execute programs and build consensus for best results.
What We Offer
At blithequark, we offer a comprehensive total rewards package, including:
- Competitive salary and bonus structure, with opportunities for growth and advancement.
- Benefits, including health care, retirement savings, paid time off/vacation, and various employee discounts.
- Opportunities for professional growth and development, with training and mentorship programs.
- A dynamic and inclusive work environment, with a culture of innovation and collaboration.
- Flexible work arrangements, including remote work options.
Why Join blithequark?
By joining blithequark, you will be part of a team that is dedicated to making a positive impact on people's lives. Our commitment to diversity, equity, and inclusion is reflected in our hiring practices, and we welcome applications from candidates of all backgrounds. We offer:
- A culture of innovation and collaboration, with opportunities for growth and advancement.
- A dynamic and inclusive work environment, with flexible work arrangements.
- Opportunities for professional growth and development, with training and mentorship programs.
- A comprehensive total rewards package, with competitive salary and benefits.
How to Apply
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
blithequark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.
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