Introduction to blithequark
Since 1915, blithequark has been a leading provider of optical solutions for independent eye care professionals, offering a wide range of products and services to enhance the patient experience. As a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses, blithequark is committed to enriching the lives of its customers, employees, and the communities it serves through better vision. With a strong focus on innovation, quality, and customer satisfaction, blithequark is the perfect place for talented and dedicated professionals to grow and develop their careers.
Job Overview
We are seeking an experienced and skilled Customer Service Specialist to join our Logistics Customer Service Department at the Atlanta Service Center (ASC). As a key member of our team, you will provide high-quality support and problem resolution to our customers, working closely with internal stakeholders to drive proactive issue resolution and deliver a best-in-class experience. This is a remote position, offering the flexibility and autonomy to work from anywhere, while still being part of a dynamic and supportive team.
Key Responsibilities
- Act as a liaison between logistics operations and the commercial organization, ensuring seamless communication and collaboration to resolve customer issues and improve service levels.
- Leverage SAP to monitor and manage service levels provided by the ASC to customers, identifying areas for improvement and implementing process enhancements as needed.
- Own the collection and resolution of customer claims from the commercial organization, providing timely and effective solutions to customer complaints and concerns.
- Act as the first line of support for Customer Service Associates when issues or problems arise, providing guidance, training, and coaching to ensure that customers receive exceptional service and support.
- Track and report back to the business on customer service issues that arise on a daily and weekly basis, utilizing reported KPIs to suggest process improvements and implement new procedures as necessary.
- Detect and proactively communicate to operations any issues preventing the smooth flow of customer orders, assigning the appropriate priority and sense of urgency to ensure timely resolution.
- Deliver a best-in-class experience for both customers and the operations team, ensuring that all interactions are professional, courteous, and responsive to customer needs.
- Escalate to your Supervisor any issue regarding critical customers that are not resolved within the timeframe required to meet customer expectations, ensuring that all customers receive the highest level of service and support.
- Support timely routing of customer orders vs. SLA and/or the required delivery date, ensuring that all customers receive their orders on time and in full.
Essential Qualifications
- Bachelor's Degree or comparable; or equivalent experience in a related field, such as customer service, logistics, or operations.
- 1-2 years of Customer Service experience, preferably in a logistics or operations environment, with a strong focus on delivering exceptional customer service and support.
- Strong working knowledge of SAP, with experience in using the system to monitor and manage service levels, track customer orders, and resolve customer issues.
- Strong proficiency with MS Office, particularly Outlook and Excel, with experience in using these tools to analyze data, create reports, and communicate with customers and stakeholders.
- Experience in a warehouse and transportation operations environment, with a strong understanding of logistics and supply chain management principles and practices.
- Ability to influence and persuade others, with strong organizational and interpersonal skills, and a proven track record of building effective relationships with customers, colleagues, and stakeholders.
- Strong blend of analytical, decision-making, and creative problem-solving skills, with the ability to think critically and outside the box to resolve complex customer issues and improve service levels.
- Strong communications, presentation, and project management skills, with experience in communicating complex information to customers and stakeholders, and managing multiple projects and priorities in a fast-paced environment.
- Collaborator – ability to work cross-functionally with internal and external partners to define and execute programs and build consensus for best results, with a strong focus on teamwork, cooperation, and mutual support.
Preferred Qualifications
- Experience in the optical industry, with a strong understanding of ophthalmic lenses, frames, and sunglasses, and the ability to communicate complex technical information to customers and stakeholders.
- Knowledge of logistics and supply chain management principles and practices, with experience in using data and analytics to improve service levels and reduce costs.
- Strong understanding of customer service principles and practices, with experience in using customer feedback and complaints to improve service levels and enhance the customer experience.
- Ability to speak multiple languages, with experience in communicating with customers and stakeholders from diverse cultural backgrounds.
- Experience in using CRM systems, with a strong understanding of how to use data and analytics to improve customer relationships and enhance the customer experience.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees, offering a range of training and development opportunities to help you build your skills and advance your career. As a Customer Service Specialist, you will have the opportunity to work with a talented and experienced team, learning from the best in the industry and developing your skills in areas such as customer service, logistics, and operations. With a strong focus on innovation and continuous improvement, blithequark is the perfect place to build a rewarding and challenging career, with opportunities for advancement and professional growth.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment, with a strong focus on teamwork, cooperation, and mutual respect. Our company culture is built on a set of core values that include a commitment to excellence, a passion for innovation, and a dedication to customer satisfaction. As a remote employee, you will be part of a dynamic and distributed team, with the flexibility and autonomy to work from anywhere, while still being connected to your colleagues and the wider organization. With a range of employee benefits and perks, including health care, retirement savings, paid time off, and employee discounts, blithequark is a great place to work, with a strong focus on employee well-being and satisfaction.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive salary and benefits package, with a range of perks and benefits designed to attract and retain the best talent in the industry. As a Customer Service Specialist, you can expect a salary that reflects your experience and qualifications, with opportunities for bonuses and commissions based on performance. With a range of employee benefits, including health care, retirement savings, paid time off, and employee discounts, blithequark is a great place to build a rewarding and challenging career, with a strong focus on employee well-being and satisfaction.
Conclusion
If you are a motivated and experienced customer service professional, with a strong passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity to join our team at blithequark. With a range of career growth opportunities, learning benefits, and employee perks, blithequark is the perfect place to build a rewarding and challenging career, with a strong focus on innovation, quality, and customer satisfaction. Apply now to take the first step towards an exciting and rewarding career with blithequark, and discover the benefits of working with a global leader in the optical industry.
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