Customer Experience Representative

About the role

MicroSourcing is seeking a Customer Experience Representative to provide dedicated support to corporate stores and associates. You will act as a liaison between stores, vendors, and internal teams to ensure product availability and timely order fulfillment.

Key responsibilities

• Assist corporate stores and associates with product availability inquiries and order status updates.
• Collaborate with vendor consultants to research and suggest suitable substitutions for unavailable or back‑ordered items.
• Coordinate with internal departments such as optical labs and distribution centers to track shipment progress.
• Negotiate win‑win resolutions for store issues while maintaining professionalism under pressure.
• Participate in cross‑departmental projects aimed at improving supply‑chain communication and customer satisfaction.

Required profile

• Minimum 2 years of experience in a customer service environment; call‑center experience highly preferred.
• High School diploma required (college degree preferred).
• Typing speed of at least 50 wpm with high accuracy.
• Excellent verbal and written communication skills, including proper grammar and professional telephone etiquette.
• Willingness to work a rotating schedule that includes extended business hours and weekends.

Required skills

• Basic knowledge of optics (lens types, frames, eyewear terminology) is highly beneficial.
• Proficiency in the Microsoft Office suite and general computer multitasking.
• Active listening and genuine empathy toward store associates and customers.
• Experience in conflict de‑escalation and knowing when to transition issues to management.
• Familiarity with shipment carriers and retail vendor coordination (e.g., EssilorLuxottica network).

What we offer

• Above‑market compensation, healthcare coverage from day one, and benefits for dependents.
• Paid time‑off with cash conversion, group life insurance, and performance bonuses.
• Collaborative work environment with company‑sponsored events.
• Flexible work arrangements to support work‑life harmony.
• Opportunities for continuous learning, career advancement, and an inclusive culture.