Join the blithequark Team: Revolutionizing the Optical Industry with Unparalleled Customer Experience
Since its inception in 1915, blithequark has been a trusted partner to thousands of independent eye care professionals, providing cutting-edge solutions to meet their diverse optical needs. As a division of blithequark, our team is dedicated to enriching the lives of our customers, employees, and the communities we serve through better vision. With a rich history and a strong presence in the industry, blithequark is now part of a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.
About the Role: Customer Service Specialist - Remote
We're 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'll be the front-line representative in resolving customer issues, providing immediate feedback to internal stakeholders, and driving proactive issue resolution. This is a full-time, remote opportunity that offers the flexibility to work from anywhere while making a tangible impact on our business.
Key Responsibilities
- Act as a liaison between logistics operations and the commercial organization, ensuring seamless communication and collaboration.
- Leverage SAP to monitor and manage service levels provided by the ASC to customers, identifying areas for improvement and implementing changes as needed.
- Own the collection and resolution of customer claims from the commercial organization, ensuring timely and effective issue resolution.
- Provide first-line support for Customer Service Associates when issues or problems arise, offering guidance and expertise to resolve complex customer concerns.
- Track and report on customer service issues on a daily/weekly basis, providing insights and recommendations for process improvements.
- Utilize reported KPIs to suggest process enhancements and implement new procedures as necessary, driving continuous improvement and excellence.
- Detect and proactively communicate to operations any issues preventing the smooth flow of customer orders, assigning priority and urgency as needed.
- Deliver a best-in-class experience for both customers and the operations team, ensuring that customer expectations are met or exceeded.
- Escalate critical customer issues to your Supervisor, ensuring timely resolution and maintaining customer satisfaction.
- Support timely routing of customer orders vs. SLA and/or required delivery date, ensuring that customer commitments are met.
Essential Qualifications
To succeed in this role, you'll need:
- A Bachelor's Degree or comparable experience, demonstrating a strong foundation in customer service, logistics, or a related field.
- 1-2 years of Customer Service experience, preferably in a logistics or transportation operations environment.
- Strong working knowledge of SAP, with the ability to leverage the system to manage service levels, track customer issues, and drive process improvements.
- Proficiency in MS Office, particularly Outlook and Excel, to effectively communicate with stakeholders and analyze customer data.
- Experience in a warehouse and transportation operations environment, understanding the intricacies of logistics and supply chain management.
- The ability to influence and drive change, with strong organizational and interpersonal skills to build effective relationships with internal and external partners.
- A blend of analytical, decision-making, and creative problem-solving skills, with the ability to think critically and develop innovative solutions.
- Strong communication, presentation, and project management skills, with the ability to effectively communicate with stakeholders at all levels.
Preferred Qualifications
While not essential, the following qualifications will set you apart as a candidate:
- Additional experience in customer service, logistics, or a related field, demonstrating a deeper understanding of the industry and its complexities.
- Advanced knowledge of SAP, with expertise in customizing and optimizing the system to drive business outcomes.
- Experience with data analysis and reporting, with the ability to extract insights from complex data sets and drive business decisions.
What We Offer
At blithequark, we're committed to providing a comprehensive total rewards package that includes:
- A competitive salary, determined by factors such as geography, experience, qualifications, skills, and local minimum wage requirements.
- A bonus and/or commission plan, designed to recognize and reward outstanding performance.
- A range of benefits, including healthcare, retirement savings, paid time off/vacation, and various employee discounts.
- Opportunities for career growth and professional development, with a focus on continuous learning and skill-building.
Our Culture and Work Environment
At blithequark, we're passionate about creating a work environment that's inclusive, collaborative, and supportive. As a remote Customer Service Specialist, you'll have the flexibility to work from anywhere, while still being part of a close-knit team that's dedicated to delivering exceptional customer experiences. Our culture is built on a foundation of respect, empathy, and teamwork, with a focus on driving business outcomes and making a positive impact on our customers and the communities we serve.
Why Join blithequark?
By joining our team, you'll become part of a dynamic organization that's shaping the future of the optical industry. You'll have the opportunity to:
- Develop your skills and expertise in a fast-paced, dynamic environment.
- Collaborate with a talented team of professionals who are passionate about delivering exceptional customer experiences.
- Drive business outcomes and make a tangible impact on our customers and the communities we serve.
- Enjoy a comprehensive total rewards package, with opportunities for career growth and professional development.
Equal Opportunities and Diversity
At blithequark, we're an Equal Opportunity Employer, committed to creating a diverse and inclusive work environment that welcomes individuals from all backgrounds. We believe that diversity is a strength, and we're dedicated to providing equal opportunities for all qualified applicants, regardless of their 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.
Ready to Join Our Team?
If you're a motivated and experienced Customer Service Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With a comprehensive total rewards package, opportunities for career growth, and a dynamic work environment, we're confident that you'll thrive in this role. Apply now and become part of our team!
Apply Now