At Garrett Leight California Optical, we use our original brand DNA to deliver high-quality, stylish eyewear to our customers.
No detail is overlooked when it comes to eyewear and we take that same approach to hiring talent for our teams based in Los Angeles and around the world.
The Customer Service Lead is responsible for monitoring and assisting with the daily activities of the customer service team to ensure we are providing top notch service to our extensive network of authorized retailers, distributors, sales agents, and direct consumers.
This is an entry-level Management position with room for growth.
In this role, you can expect to:
Essential Tasks & Functions
Act as contact for office utilities and services
Take wholesale account orders over the phone and through email
Enter orders using the company’s ERP software
Order Office Supplies
Assist in daily operational and administrative duties
Case escalation
Decision-making and finding creative solutions with the assistance of CSM
Retail TOs and Returns
Ensure all inquiries are responded to and resolved in a timely manner
Work with CSM to develop goals and KPI’s for customer satisfaction, as well as individual and overall department performance
Field customer inquiries via phone, email, and online chat
Process sales orders and return authorizations for B2B and B2C sales channels
Work with CSM to resolve order entry and shipment errors
Setup new wholesale customers in our ERP system and regularly review and maintain customer data to ensure smooth systems workflows and data integrity
Assist with training entry-level customer service staff
Cross trained to assist with interdepartmental coverage as needed
Candidate Profile
Fluent in English both written and spoken
2+ years of experience as a supervisor preferably within luxury consumer goods
Service-oriented mentality
In-depth knowledge of B2B and B2C customer service principles and practices
Thoughtful and intelligent with sound business aptitude
Constant improvement seeker who is eager to find new ways to develop, improve and implement internal processes
Adaptable and willing to flex with changes, promote positive change management, and help drive company initiatives
Excellent computer skills including Microsoft Outlook, Excel and Word
Experience working with ERP systems, preferably Oracle NetSuite
Experience working with e-commerce platforms, preferably Shopify Plus
Experience working with third-party sales and CRM integrations, preferably NuOrder
Perks & Benefits
Medical, Dental, and Vision Benefits
Paid holidays, vacation, and sick days
Employee Frame Discount Program
– including one free frame each quarter!
Work out of our amazing office in Downtown Los Angeles
Hybrid work schedule (mix of work from home and work at the office)
Brand Overview
Garrett Leight California Optical (GLCO), an eyewear lifestyle brand founded in Venice Beach in 2010, brings a fresh perspective to classically tailored eyewear by blending old and new, the iconic and the innovative.
The optical and sunglass collections are handcrafted of the finest quality material with a focus on fit and comfort.
In just over ten years, Garrett Leight has gained a loyal following of tastemakers globally, including some of the most recognizable faces in the entertainment and fashion industries.
The company has six flagship stores including two Los Angeles locations (La Brea and Venice), San Francisco (Hayes), Austin (South Congress), New York (Grand), and Toronto (Queen West) and is distributed in over 25 countries on six continents.
The Garrett Leight California Optical collection is available at the most exclusive optical shops, department stores, and leading fashion boutiques globally.
Garrettleight.com
Job Type: Full-time
Pay: $50,000.00
– $52,000.00 per year
Benefits:
Dental insurance
Employee discount
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Supplemental Pay:
Bonus pay
Ability to commute/relocate:
Los Angeles, CA 90023: Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service: 2 years (Required)
Work Location: One location