Customer Service Rep

Job Description

Role Description

The Customer Service Representative position is responsible for processing orders for merchandise received by telephone, mail, fax, e-mail, sales rep or personally from customers or company employees.

About Europa Eyewear

Europa Eyewear, based in Vernon Hills, IL, is one of the largest independent designers and manufacturers of eyewear frames in the United States. Europa offers a diverse portfolio of 11 independent eyewear brands, including STATE Optical Co., which launched in 2015, and American Optical (AO Eyewear), which are both produced in our Chicago factory, the largest eyewear manufacturing facility in the United States. Europa partnered with Blue Point Capital Partners in April of 2023 to prepare for its next stage of growth. As part of the platform strategy, Blue Point made its first acquisition, in eyebobs, an omni-channel premium readers brand based in Minneapolis, MN, in 2023 as well.

Why Europa?

Europa is committed to serving our customers and the optical market with unique, high-quality, independent eyewear brands and partner-first support. We are equally committed to empowering our team, ensuring they have the support, freedom, and opportunities to grow. At Europa, we’re not just a company – we’re a community driven by a shared purpose. Our culture is built on the pillars of independence, entrepreneurship, grounded values, and approachability, which makes us an exciting and dynamic place to build a career.

We offer generous benefits, competitive salaries, opportunities for professional growth and career advancement. We prioritize and maintain an inclusive, diverse, and respectful culture, and ensure reasonable accommodation is made to enable individuals with disabilities to perform the essential functions of their role.

Key Responsibilities

Accurately enters orders received via phone, email, and fax for both B2B and direct-to-consumer (DTC) channels.

Verifies account number and shipping address with each caller; provides an order confirmation for every transaction.

Communicates shipping dates, potential delays, and any other pertinent information to customers.

Offers customers the opportunity to take advantage of additional promotions or specials when applicable.

Create replacement orders as needed and exercises discretion to authorize no-charge shipping in cases of company error.

Accepts payments over the phone, verifies payment details and amounts, and forwards them to Accounts Receivable for processing.

Provides administrative and operational support to the sales team to ensure seamless order processing and customer satisfaction.

Tracks shipments using UPS or other third-party carriers upon customer request.

Initiates and manages UPS investigations and claims.

Prepares and completes customs documentation for international shipments.

Coordinates with the warehouse to confirm availability of inventory or necessary parts.

Identifies and communicates special shipping or handling requirements, ensuring proper documentation on the invoice.

Demonstrates a genuine commitment to helping customers and proactively proposes effective solutions.

Handles customer complaints, provides follow-up, and reports issues to the Customer Service Manager.

Reports customer information updates (e.g., name or address changes) to the manager or designated team member.

Communicates e-account setup requests to the appropriate contact.

Processes customer returns, including credits and billing adjustments.

Adjusts credit amounts based on purchase history or promotional pricing.

Respond promptly and professionally to phone calls and emails.

Maintains regular attendance and punctuality.

Performs other duties as assigned.

Qualifications

High school diploma or GED required

Minimum 2+ years of customer service experience

Proficiency with Microsoft Office Suite (Excel, Word, Outlook)

Proven ability to prioritize and multitask in a dynamic environment

Demonstrated ability to handle sensitive and confidential information

Exceptional attention to detail and follow-through

Professional and pleasant demeanor on calls and in written communication

Strong time-management skills and the ability to work with minimal supervision in fast-paced environment

Must demonstrate effective verbal and written communication skills and be able to work cooperatively with a variety of levels of staff inside and outside of the department

Position Details

Full-time onsite position in Vernon Hills, IL

Pay Transparency

The salary range for this position is $35,000 to $40,000 USD annually. This salary range is Europa Eyewear’s good faith estimate, and the actual salary may vary based on a number of factors including, but not limited to, Europa Eyewear’s business or organizational needs and an individual’s relevant experience, education, qualifications, certifications, skills, seniority, geographic location, and/or performance. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus. The range listed is just one component of Europa Eyewear’s total compensation package for employees. Other rewards may include annual bonuses, paid time off, and region-specific benefits.

EEO Statement

Europa Eyewear is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please e-mail us at Human Resources and we’ll work with you to meet your accessibility needs. You must have legal authorization to work for Europa Eyewear on your date of hire with no further action required by Europa Eyewear. We are an Equal Employment Opportunity employer and give consideration to qualified applicants without regard to race, color, age, religion, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, or genetic information.

7:00am - 6:00pm Monday through Friday (8 hours shift)

Full-time