Customer Service (Optical)

Luxottica; Saint Cloud (MN); On-site; USD 22,000 - 29,000; Full time

Job summary

EssilorLuxottica seeks a lab advocate to bridge lab, customer service and order entry to expedite orders and improve lab service levels. You will identify orders at risk, investigate, tag, and push them into production, reporting to lab management. This role does not replace CS/OE responsibilities.

Core duties include expediting orders, communicating lab issues, and maintaining orderly production. On-site role with weekend/overtime expectations and collaboration across teams.

Qualifications

• High school diploma or equivalent.
• 1+ years of related work experience in manufacturing; lab experience preferred.
• Ability to meet measurable standards in a dynamic production environment.
• Demonstrate good judgement and decision making skills.
• Strong problem solving abilities; good written and verbal communication.
• Optical and Opti-facts experience.
• Excellent organizational abilities.

Responsibilities

• Prompt, regular attendance and overtime as needed.
• Communicate with lab management to understand issues.
• Develop cooperative relationships with customers, coworkers, management and sales.
• Advise customers or seek help on problem jobs when needed.
• Make necessary job changes to move orders into production.

Skills

Lab experience

Manufacturing

Problem solving

Communication

Optifacts experience

Judgement

Organization

Education

High school diploma or equivalent

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.

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.

This role acts as a lab advocator between the lab, customer service & order entry to expedite orders effecting lab service level and to better serve our customers. Identify orders in the lab WIP through the reporting of See 4 C, Optifacts, & Salesforce. (ex. stuck orders, no cut outs, canceled, needing information, needing attached shape.) Any orders at risk of failing service level expectations will need to be identified, investigated, tagged and put into the production process. This position will report to lab management. This position is not to interfere or replace the responsibilities of our CS/OE teams.

ESSENTIAL FUNCTIONS:

• Prompt, regular attendance and available for overtime as needed.
• Communication with lab management team is critical in understanding lab issues
• Develop and maintain cooperative working relationships with customers, co-workers, management and sales.
• Use knowledge to occasionally advise customers or seek out assistance on problem jobs
• Use knowledge to make the necessary job changes to get the order in the production process
• Handling any additional delegated duties given by manager
• Identify & expedite tray to next department to continue production (tagging the order)
• Review any delayed orders in the Ticket que and act accordingly by correcting and opening/closing tickets
• Monitor the delayed job workflow at outsource/offsite area
• Communicate breakage to Customer Service through the Ticket/Case process
• Monitor the “Complaint Management” tool, investigate the compliant and follow up with the account
• General knowledge of current operating system
• Maintain an organized and clean working area.
• Professional behavior, respectful & courteous maintained at all times
• Both sitting and walking required for these duties

BASIC QUALIFICATIONS:

• A high school diploma or equivalent
• 1+ years of related work experience in Manufacturing experience in lab settings is preferred but not required
• The ability to meet measurable standards in a dynamic production environment
• Demonstrate good judgement and decision making skills
• Problem solving abilities
• Optical and Opti-facts experience
• Strong oral and written communication skills
• Excellent organizational abilities

Pay Range:15.62 -21.48

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.