Customer Service Specialist (Prescription)

Requisition ID: 870729 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

EssilorLuxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

EssilorLuxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

GENERAL FUNCTION

The Contact Center Prescription Customer Service Specialist is responsible for providing front-line customer care support pertaining to questions and escalations regarding prescription lenses. This person will act as a liaison between our Lab Operations team and our Customer Contact Center. This position will work closely with all facets of the Wholesale NA organizations with a strong focus on customer care.

MAJOR DUTIES AND RESPONSIBILITIES

• Triage and escalate customer issues with the lab, Ray-Ban Brand managers and customer service management to determine best path for resolution
• Manage WIP report to ensure Customer callbacks for delays in service level due to breakage happen within a timely manner
• Work with supply chain team to ensure that backorders are fulfilled and transferred in a timely manner. Ensure customer is aware of delays and options for manage delays.
• Manage outbound calling campaigns around new product launches, promotions and account reactivations
• Manage inbox for order follow ups that require account contact to resolve order discrepancies or processing errors
• E-mail backorder report – mail merge
• Manage frame to come process- Callbacks, WIP report monitoring and outbound calling campaigns
• Support for our front-line agents field questions and lab correspondence to ensure accurate information is provided in a timely manner
• Track and maximize order to delivery KPI’s with the lab teams to ensure service level is met for all jobs
• Develops strong working relationships with the sales organization and manufacturing teams to identify process improvement possibilities
• Track and report reoccurring issues with RXO, customer service and operations regarding product quality, service turnaround and training needs

BASIC QUALIFICATIONS

• Lab Technician or related optical/lab experience
• High school diploma required
• Minimum 2 years Contact Center environment
• Intermediate to advanced business productivity software experience – emphasis in Outlook, Excel and PowerPoint
• Knowledge of SAP tractions for all Customer Contact Center support
• Effective verbal and written communication skills
• Strong organizational skills
• Attention to details
• Strong time management skills
• Ability to multitask and perform in constantly changing environment
• Experience in identifying and reporting quality gaps for a group of people to leadership
• Ability to travel as needed

PREFERRED QUALIFICATIONS

• Associates or higher
• Bilingual English/French - preferred

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. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 ( (be sure to provide your name 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.