After Sales Specialist

Summary

The After Sales Specialist based in Bridgewater, NJ supports the North America region by coordinating repairs, warranty and commercial returns. The role works cross-functionally with Logistics, Customer Service and Sales Support to ensure accurate execution of aftersales processes, compliance with corporate policies and high service levels to customers.

Responsibilities

• Coordinate and execute repairs, warranty and commercial returns processes
• Ensure aftersales KPIs are met and monitor open order portfolios
• Manage aftersales claims through the CRM ticketing system
• Analyze warranty claims and provide recommendations for process or product improvements
• Guarantee quality standards as defined by the Headquarter Quality Department
• Support internal and external customers with technical eyewear inquiries
• Implement and propose process improvements to increase efficiency and service levels

Requirements

• 3-5 years of after sales experience, preferably within an optical eyewear organization
• Proven knowledge of optical eyewear products and small repair techniques (frame adjustment, disassembly, part substitution)
• Knowledge of customer service processes and order-to-cash flows
• Strong Microsoft Excel skills; working knowledge of SAP (ERP, BO) is an advantage
• Fluent English; French is a plus; strong communication, analytical and problem-solving skills; ability to prioritize and work under pressure