Customer Service Centre Representative
EssilorLuxottica, Thornbury, South Gloucestershire
Customer Service Centre Representative
Salary Not Specified
EssilorLuxottica, Thornbury, South Gloucestershire
- Full time
- Permanent
- Onsite working
Posted 2 weeks ago, 6 Dec | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 61b1926f513a4151a1e17132e180bd60
Full Job Description
- Provide customers with a variety of solutions, support and information at the time of interaction. Topics include order chase, order place, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion.
- Expedite urgent customer orders.
- Accurately and precisely enter/process orders, POS and credits same day, applying knowledge of products.
- Be accountable for creating quality Salesforce cases and contacts, taking ownership to avoid duplication, sending to the correct team, closing of cases raised and making follow up calls in a timely manner. This includes adherence to the Customer complaints procedure.
- Work cross functionally and across sites to obtain information and keep the business updated.
- Escalate issues to Team Manager and Business Development Managers (BDMs) as appropriate.
- Continuous improvement: contribute to an improvement culture which strives to continually improve our service to customers.
- Compliance: Undertake responsibilities in line with company policies and procedures, following Health & Safety guidelines and environmental responsibilities.
- Training: Keep up to date by participating in continuous training opportunities e.g., Leonardo, new products.
- Company Principles and Values: Be a role model holding yourself and others accountable to them and acting in accordance with them at all times.
Previous experience of having worked in a Customer Service environment, demonstrating passion and tenacity to deliver 1st class service. - Excellent telephone manner and communication skills - confident, calm and clear telephone skills.
- Strong problem-solving skills and able to use initiative or escalate queries effectively.
- Able to work under own supervision whilst being a strong team player.
- Consistently high standards, high attention to detail and good organizational skills.
- Excellent PC, data entry and administration skills. Preferable:
- Demonstrable experience with SAP, AS400, Annapurna or Similar platforms.
- Proven experience using a CRM system such as Salesforce.
- Good working knowledge of Microsoft office applications.
- General education qualifications including Maths and English.
- Background with optical products.
If you've worn a pair of glasses, we've already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms. Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn! Your #FutureInSight with EssilorLuxottica Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what's possible!