Customer Service Coordinator

Luxottica; San Diego (CA); On-site; USD 27,552 - 41,328; Full time

Job summary

EssilorLuxottica in San Diego, CA, is seeking a Lab Customer Service Specialist to process customer requests and coordinate with the lab and internal teams. You will manage Salesforce cases, troubleshoot issues, and ensure timely completion of jobs, while maintaining quality communication with customers.

The role emphasizes data entry accuracy, lab workflow understanding, and ability to work with cross-functional teams.

Qualifications

• High School education or equivalent required.
• 4+ years optical experience and/or training.
• Data entry proficiency and lab process exposure.
• Familiarity with electronic communication methods (email, messaging).
• Basic math and 10-key typing skills.

Responsibilities

• Manage customer requests via Salesforce cases to successful outcome.
• Manage workflow and scheduling to ensure jobs are completed on time.
• Provide quality customer service by answering calls and questions and conducting outbound updates.
• Prioritize and solve complex customer issues.
• Liaise between Lab, Customer Service and internal labs to ensure satisfaction.
• Maintain a clean and organized work environment.
• Observe company policies and safety practices.

Skills

Data entry

Customer service

Communication

Problem solving

Teamwork

10-key typing

Education

High School diploma or equivalent

Tools

Salesforce

Eclipse Order Entry

Job description

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If you’ve worn a pair of glasses, we’ve already met.

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.

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry/position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal.

MAJOR DUTIES AND RESPONSIBILITIES

• Manage customer requests via Salesforce cases to successful outcome.
• Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
• 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.
• Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner.
• Conduct professional communication with customers.
• Occasional Modification of jobs to customer specifications.
• Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
• Perform other duties within the customer service department or other areas as assigned.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

BASIC QUALIFICATIONS

• High School education or equivalent required
• 4+ years previous related optical experience and/or training
• Data Entry knowledge
• Lab process flow knowledge
• Familiarity with electronic communication methods such as email, instant messaging, and chat services.
• Basic ability to add and subtract.
• Understand decimal numerical sequencing.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to communicate effectively in a team environment.
• Ability to use professional language/conduct when communicating externally to customers.
• Keyboarding skills with the ability to do 10 key.
• Basic computer hardware knowledge

PREFERRED QUALIFICATIONS

• Gmail and Google Suite of Web Based Applications
• Eclipse Order Entry experience
• Salesforce.com experience

Pay Range:20.12 -29.64

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.