Luxottica Customer Service Manager (Distribution) in McDonough, Georgia
Requisition ID: 57872
Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 7,200 retail stores across the globe.
In North America, our wholesale business is the home to global brands; Ray-ban, Oakley and many of the top fashion house brands. Our leading retail brands include; Lenscrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.
To support our global business, Luxottica operates multiple manufacturing and logistics facilities across North America to support our retail stores and wholesale customers.
The position will lead the Logistics Customer Service Department at the Atlanta Service Center (ASC). The mission of the role is to champion the Voice of the Customer (VOC), instill a culture of excellence and promote a proactive approach to prevent and resolve service level issues that might affect customer experience. This position is critical for smooth communication & alignment between the Atlanta operations team and our internal customers (NA.com, Retail, Wholesale & Military, Export), driving a clear focus on preventative problem solving and continuous improvement.
MAJOR DUTIES AND RESPONSIBILITIES
Manage a team of Logistics Customer Service associates with focus on the growth of key individuals
Gather and validate customer requirements (VOC) to ensure the logistic performance is in line with customer expectations
Liaise with the Executive Team, the Commercial teams and the Operations Managers, to ensure communication is established and issues are promptly identified, resolved or escalated
Apply continuous improvement approaches to problem solving and troubleshooting in order to guarantee long term results
Prepare and analyze KPIs applying strategic thinking to drive opportunities for improvement
Support the Executive Team with ad-hoc analysis and reporting
Lead the team to follow up on order flow at the DC in order to assure maximum customer service
Prevent service issues by monitoring the open orders and WIP in the DC
Have daily meetings with Operations to understand criticalities and areas of attention
5+ years of experience in Distribution Centers or Customer Service or related fields
Bachelor degree in business, logistics, supply chain
Demonstrable data management & analysis skill set
Exceptional troubleshooting and problem solving skills
Ability to multitask and work under pressure
Results focused with a proven track record in customer service
Hands on attitude but with focus on the bigger picture
Strong blend of analytical, decision making, and creative problem solving skills
- Strong familiarity with SAP
Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please contact the Luxottica HR Solutions Group at 1-866-431-8484.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity or expression, citizenship, 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.
Call Center & Customer Service