Customer Service Specialist - Thelios : Job Details

Born from the will of LVMH Group, world leader in luxury, to establish itself in the eyewear sector, Thélios designs, produces and distributes sunglasses and optical frames for some of its most prestigious Maisons: Dior, Fendi, Celine, Givenchy, Loewe, Stella McCartney, Kenzo, Berluti, Bulgari, Tag Heuer and Fred! In addition, Thélios owns two proprietary brands, Barton Perreira and Vuarnet.

CUSTOMER SERVICE REPRESENTATIVE

POSITION SUMMARY: This person will be responsible for order entry, modifications/releases, tracking and monitoring of orders/backorders while providing excellent customer service. The ideal individual should possess exceptional communication skills and impeccable attention to detail.

KEY RESPONSIBILITIES

• Responsible for order entry processing, modification, verification, and release using SAP software.
• Manage set up of new clients and customer master data change requests including order entry and data maintenance using SAP, including handling product.
• Respond to internal and external customers via phone and email for order, product status, assistance, and related information or issues.
• Deliver excellent customer service and ensure high quality of service to all accounts and future clients.
• Monitor and track customer orders, backorders, shipping windows and follows up with accounts.
• Follow up on purchase order extensions, status, current and future product availability, as well as expedited shipping.
• Ensure deliveries are being met within the designated shipping window provided by Supply Chain.
• Maintain active communication with the Distribution Center regarding product shipment priorities.
• Tracks and assigns return authorizations.
• Ability to generate and be responsible for order and product availability reports.
• Resolve customer-related issues and or escalated complaints.
• Manage, investigate, and dispute chargeback claims.
• Perform other duties as assigned.

THE RIGHT CANDIDATE

The ideal candidate is a proactive organizer, professional and problem-solver. The role involves working with a cross-functional team both junior & senior stakeholders and complex situations. A calm demeanor measured attitude and positive outlook are essential to success.

SKILLS/ EXPERIENCE

High School Diploma or Associate degree in Business Administration or certification preferred

Minimum of 2+ years of relevant Customer Service experience

• Excellent data entry skills with high attention to detail and superb time management skills
• Ability to resolve issues in a quick and timely manner with the ability to prioritize work in a fast-paced environment
• Strong interpersonal skills and excellent communication skills both verbal and written; possess a friendly and positive attitude
• Proficient knowledge of Microsoft Office, SAP, Salesforce knowledge a plus
• Bilingual in Spanish, Italian or French a plus, but not required

Thank you in advance for your interest in this opening. Thélios is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, sex, gender (including gender identity and expression), pregnancy, age, sexual orientation, physical or mental disability, medical condition, genetic information, marital status, familial status, veteran status, or any other legally protected status under applicable federal, state or local laws. At this time, only qualified candidates will be contacted.

Direct applicants only, no third-party staffing inquiries, please.