Customer Satisfaction Supervisor

Luxottica; Pompano Beach (FL); On-site; USD 90,000 - 116,000; Full time

Job summary

Luxottica in the United States (Pompano Beach, FL) is seeking a Customer Advocacy Leader to drive customer satisfaction and service recovery within a lab environment. The role partners with operations, quality, and support teams to improve outcomes and performance.

The position requires 3+ years of leadership experience in manufacturing or optical settings, with strong communication and data-analysis skills to identify trends and implement corrective actions.

Qualifications

• 3+ years of experience with leading others in a manufacturing, optical, or related environment.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.

Responsibilities

• Lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
• Partner with operations, quality, and support teams to improve customer outcomes and operational performance.
• Identify customer service, quality, and turnaround time issues with lab leadership and drive corrective actions.
• Use customer feedback and data to identify trends, recommend improvements, and support decision-making.
• Monitor customer feedback data and dashboards to track KPIs and prioritize CX initiatives.
• Perform root-cause assessments on quality and service-related lab jobs and drive improvements.
• Set targets for issue resolution times and monitor performance.
• Ensure end-to-end turn-time consistency and collaborate with centralized supply chain and program management.

Skills

Leadership

Customer service

Data analysis

Communication

Education

Bachelor's degree in Business or related field

Tools

SAP

Job description

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.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Reporting directly to the General Manager and on a dotted-line basis to the centralized strategy team, this role leads customer advocacy for a low volume of customer jobs or non-complex manufacturing processes and applications. This role is responsible for customer satisfaction, service recovery, and customer experience performance.

MAJOR DUTIES AND RESPONSIBILITIES

Leadership

• May lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
• Serve as a customer advocate by partnering with operations, quality, and support teams to improve customer outcomes and operational performance.
• Partner with lab leadership to identify customer service, quality, and turnaround time issues, prioritize improvement opportunities, and support implementation of corrective actions.
• Use customer feedback, operational metrics, and business data to identify trends, recommend improvements, and support decision-making.

Data Analysis and Reporting

• Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans.]
• Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs)
• Prioritize customer experience initiatives. Work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab, and drive improvements.

Quality Management

• Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab.
• Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change.
• Support training programs/operational programs to address quality gaps and elevate customer experience.
• Understand quality/tolerance expectations for any specific customer/job types.
• Set targets for customer issue resolution times and monitor performance against those goals.
• Use customer feedback and insights from data and reporting to ensure END TO END turn-time consistency and develop plans to drive consistency through internal collaboration and customer management.
• Identify underserved customers and implement special attention process to improve customer turn time and document findings and root cause.
• Set targets for customer issue resolution times and monitor performance against those goals.
• Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution.
• Proactively communicate with customers regarding expected resolution times and keep them updated on progress.
• Ensure turn-time opportunities around certain products/customers/job types are clearly assessed, communicated, and worked in collaboration with the centralized supply chain/program management team.

Basic Qualifications

• 3+ years of experience with leading others; manufacturing, optical, or related environment; customer service
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.

Preferred Qualifications

• Bachelor's in Business or related field.

Pay Range:-103,322.33

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 [e-mail]

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.

Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami
Job Segment: Ophthalmic, Manager, Program Manager, Supply Chain, Social Media, Healthcare, Management, Operations, Marketing

Provider

Description

Enabled

SAP as service provider

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor