Oliver Peoples - Customer Service Specialist (West Hollywood)

Position:Full-Time 

Oliver Peoples was founded in 1987 with the opening of its first boutique and subsequent launch of the original collection. From the beginning, Oliver Peoples had a passion for superior product, a distinctive culture rooted in California, and an obsession with service. These core values have remained at the foundation of the brand and endure today.

A part of an eyewear industry leader, Luxottica, Oliver Peoples strives to be the most prestigious and culturally distinctive eyewear company in the world.

We are committed to excellence in service; our stylists and opticians assist customers in selecting that perfect frame.

GENERAL FUNCTION

MAJOR DUTIES AND RESPONSIBILITIES

• Provides the highest level of service to accounts. Develops strong relationships with accounts and provides excellent follow through and deep knowledge of each brand/product.
• Provides sales support. Provides support to assigned sales reps for North America and develops strong relationships with sales reps.
• Managers Sales Samples/Sample. Prioritizes/coordinates shipping samples to sales reps for new collections and conducts sample bag frame replenishment.
• Schedules Trade Shows/Confirms appointments with accounts.
• Consumer Warranty Repair. Average of 50 emails daily.
• Manages Concierge Mailbox.
• Generates best sellers reports and manages and tracks new account list for all brands, reporting.
• Replenishes inventory for VIP accounts. Reviews inventory and generates stock orders.
• Upsells on every call, maximizes phone orders based on stock availability, advises on best sellers and makes recommendations/substitutions.
• Handles warranty disputes directly with accounts.
• Customer Master Data. Creates new accounts in SAP/Managing account changes.
• Retailer Contracts for new accounts. Responsible for sending contract and ensuring they get executed and returned.
• B2B/iPad Support. Troubleshoots issues; invites customers to register, sends email blasts for B2B. Manages rep iPad orders/reports.
• Subsidiary Support (Optec/OSP) sample orders, product/shipping questions, inventory availability reports.
• Troubleshoots miss-ships and tracks packages.
• OP Large Marketing Materials. Large OP display cabinets—coordinates shipping/tracking with account and warehouse. Follows up call with accounts to ensure delivery and satisfaction with fixture and overall service.
• Occasional interaction with ultimate consumers regarding general questions, assistance with locating authorized dealers, warranty/repair questions.

BASIC QUALIFICATIONS

• 2+ years in high-end customer service
• Computer Skills: Microsoft office software
• Possibility of light lifting. Approximate 10 – 15 lbs.
• Must be able to speak clearly and understandably; hear communications by telephone and in person

PREFERRED QUALIFICATIONS

• A two-year degree is highly desirable, but candidates with equivalent work experience will be considered
• Knowledge of optical/eyewear luxury products
• Proficient in SAP and Kronos
• Punctual/Reliable
• Maintain highest degree of confidentiality at all times
• Takes initiative in self-development - typically goes beyond what is normally expected
• Organization - Keeps on schedule - Performs work in a fashion that others can pick up where left off
• Questioning - Ability and willingness to orally seek out information in order to complete work in an effective and accurate manner
• Organizational awareness - Understands the effect and implications of decisions on other components of the organization

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 Talent Luxottica at  877-589-8253 (513-765-2256 outside of US) or email TalentLuxottica@luxotticaretail.com

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 Customer Service