Customer Service Supervisor- Full Time

Reports to: Sr. Director of Operations and CX

Direct Reports: Customer Service Associate and Customer Service Assistant

Hours are: 7:30am to 4:00pm (PST), Monday through Friday.

Join the Team at Garrett Leight California Optical (GLCO)

Are you an experienced customer service professional with a positive attitude and a passion for delivering exceptional customer experience? Are you ready to take on a challenging yet rewarding leadership role at a growing company? If so, we’d love to hear from you!

At Garrett Leight California Optical (GLCO), we celebrate California culture through timeless design and premium craftsmanship - delivering the highest quality eyewear and products to our customers around the world. Just as no detail is overlooked in our eyewear, the same care and intention go into building our team. We're looking for a dedicated and dynamic Customer Service Supervisor to help lead our Customer Experience team and elevate every interaction we have with our valued community of retailers, distributors, and consumers.

Your Responsibilities

Ensure the team delivers exceptional customer service by responding promptly and professionally to phone calls, emails, and live chat inquiries.
Review and address communications from dissatisfied customers to implement effective service recovery and ensure customer satisfaction.
Execute a wide range of daily customer service tasks, including but not limited to:
• Order placement and tracking
• New customer account setup
• Warranty and replacement processing
• Delivery status follow-ups
• Inventory checks, availability updates, and offering alternative product solutions
• Error resolution and order cancellations
Work closely with the customer service team to ensure all interactions reflect GLCO’s commitment to best-in-class service, aligned with company standards and policies.
Support weekly and ad-hoc customer service tasks as assigned.
Collaborate with the sales team to manage and reduce backorders through proactive communication and strategic support.
Order office supplies as need
Enter customer orders using our ERP software (Oracle NetSuite).
Assist with daily operational and administrative duties.
Escalate complex cases and assist with issue resolution alongside the Sr. Director of Operations and CX.
Partner with the Sr. Director of Operations and CX to identify process improvements and implement solutions.
Ensure timely and complete responses to all customer inquiries.
Create monthly reporting for department performance with KPIs centered on customer satisfaction and service excellence
Work with Sr. Director of Operations and CX to develop team goals and suggest ideas to improve productivity and increase customer satisfaction.
Set up new wholesale accounts in our ERP system, maintaining data accuracy and integrity.
Support and help train new hires
Provide cross-departmental coverage as needed.

Candidate Profile

Fluent in English, both written and spoken.
2+ years of supervisory experience in customer service, preferably within luxury or premium consumer goods.
Strong customer-first mindset and service-oriented mentality.
Deep understanding of B2B and B2C customer service practices.
Strategic thinker with strong business acumen and problem-solving skills.
Dedicated to continuous improvement and process optimization.
Flexible, adaptable, and open to change; a positive force in company-wide initiatives.
Proficient in Microsoft Outlook, Excel, and Word.
Experienced with ERP systems—Oracle NetSuite preferred.
Familiarity with Shopify Plus, NuOrder, and other third-party CRM or sales platforms such as Gorgias or Zen Desk is preferred.

What We Offer

A creative, inclusive, and fast-paced work environment.
Opportunity to grow within a well-respected brand in the luxury eyewear space.
Comprehensive benefits and competitive salary.
Ongoing professional development and mentorship.
Perks & Benefits
Comprehensive Health Coverage – Medical, Dental, and Vision insurance plans to support your well-being.
Generous Time Off – Paid holidays, vacation time, and sick days to help you recharge.
Eyewear Perks – Enjoy our Employee Frame Discount Program, including one free GLCO frame each quarter!
Inspiring Workspace – Remote position with ability to work as desired out of our stylish and creative office at The Row in Downtown Los Angeles, surrounded by like-minded, passionate team members.

Apply for this position by sending your complete resumé to luanna@garrettleight.com

garrettleight.com