Customer Service Representative

Customer Service Representative

Brand: Walman Location: Duluth, GA, US, 30096 Store #: WM0063 Position: Full-Time Total Rewards: Benefits/Incentive Information Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. Walman is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

JOB DESCRIPTION GENERAL FUNCTION The Customer Service Representative delivers high-quality, multi-channel support and problem resolution to customers, ensuring an exceptional experience with Walman X-Cel Specialty Contacts. This role handles customer inquiries, processes orders, and initiates escalation for unresolved issues. Responsibilities require strong analytical skills, attention to detail, and sound judgment.

MAJOR DUTIES AND RESPONSIBILITIES Perform all duties in compliance with company policies, maintaining punctuality and availability for overtime as needed. Engage in 50-100 customer interactions daily, including price quotes, order processing, adjustments, cancellations, and shipping instructions. Provide excellent written and verbal communication, ensuring positive customer experiences and driving revenue growth. Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention. Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary. Serve as a positive role model, demonstrating continuous improvement and supporting company objectives. Ensure productivity and quality standards are met to exceed customer expectations. Use courteous, professional language and work effectively within a team environment. Troubleshoot complex customer issues, manage late job lists, and communicate with internal teams to expedite solutions. Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.

BASIC QUALIFICATIONS High school diploma or equivalent preferred. Previous customer service experience or relevant training. Strong communication skills, including the ability to write and comprehend short correspondence. Professional and courteous demeanor in customer interactions. Basic math proficiency and ability to multitask effectively. Strong judgment and decision-making skills. Basic proficiency in Microsoft Office (Word, Excel, Outlook). Keyboarding skills, including 10-key and typing speed of 35-40 WPM. ABO certification preferred.

PREFERRED QUALIFICATIONS 2-4 years of customer service experience. Experience in a telephonic or direct customer contact role. Previous Luxottica Retail store/field experience.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. EssilorLuxottica complies with all applicable laws related to the application and hiring process. We are 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. Native Americans in the US receive preference in accordance with Tribal Law.