After Sales Specialist

Summary

After Sales Specialist based in Bridgewater, NJ supporting the North America region. Coordinates repairs, warranty and commercial returns while collaborating with Logistics, Customer Service and Sales Support to deliver the correct level of service and ensure compliance with corporate policies. Manages CRM ticketing for claims, monitors aftersales KPIs and analyzes warranty data to recommend improvements.

Responsibilities

• Coordinate execution of repairs, warranty and commercial returns to ensure accuracy and timeliness
• Monitor and report on aftersales KPIs and open order portfolios
• Manage aftersales claims via the CRM ticketing system
• Analyze warranty claims and provide recommendations for product or process improvements
• Ensure adherence to quality standards defined by Headquarters
• 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 experience in an after sales department, preferably within an optical eyewear organization
• Proven knowledge of optical eyewear products and small repair procedures
• Familiarity with customer service processes and order-to-cash flows
• Strong Microsoft Office skills with emphasis on Excel; working knowledge of SAP is an advantage
• Fluent English; French or Spanish a plus
• Strong communication, analytical and problem-solving skills with ability to prioritize and work under pressure