Job Description

Customer Service Specialist

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

General Function

The VIP Customer Service Advocate successfully completes customer requests for a select set of VIP customers within the lab on behalf of Customer Service. This role will utilize technology systems, troubleshoot problem jobs, and use industry/position knowledge. Creating partnerships with the lab, fellow peers, and customers are key to achieve customer satisfaction. Quality service will be provided to all internal and external customers by utilizing an in-depth knowledge of company products and services and fostering strong customer relationships to increase customer retention and drive growth for the business.

Major Duties And Responsibilities

• Manage customer requests via Salesforce cases to successful outcome.
• Proactive work monitoring, including retention reports, WIP control, and manage workflow and scheduling to ensure customer needs are met in a timely manner.
• Build partnerships with new customers by training and supporting product knowledge.
• Coordinate with Account Executive and GM to ensure customer needs are met.
• Provide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns and conduct outbound calls (missed ETAs, follow-up requests, back-order substitutions).
• Prioritize and problem-solve complex customer issues and concerns.
• Resolve first-level customer issues efficiently and effectively.
• Participate in VIP partner calls to assist in identification of opportunities and growth.
• Modify jobs to customer specifications, on occasion/as needed.
• Liaise between the lab, VIP Customer, and internal company labs.
• Participate in onsite account visits.
• Provide specific account reporting to management.
• Perform other duties within the customer service department or other areas as assigned.

Basic Qualifications

• High School diploma or GED required.
• At least 5 years related optical experience and/or training.
• ABO (American Board of Opticianry) certification required.
• Data entry and lab process flow knowledge required.
• Ability to conduct sensitive conversations with management.
• Strong conflict resolution skills.
• Ability to multi-task, prioritize and follow-up timely.
• Self-motivated and ability to work with little supervision.
• Microsoft Office programs required (Excel, Word, etc.).
• Google Suite of web-based applications.
• Able to work within multiple applications at one

Preferred Qualifications

• Eclipse Order Entry.
• Optifacts experience.
• com experience.

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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