Lab Customer Success Specialist

EssilorLuxottica; Greensboro (NC); On-site; USD 38,000 - 54,000; Full time

Job summary

EssilorLuxottica in Greensboro, NC, is seeking a customer service-focused professional to manage lab-related requests in our on-site operations. You will handle Salesforce cases, coordinate workflows, and communicate with the lab, customer service, and internal labs to ensure timely and accurate job completion.

The role requires 4+ years in optical customer service, strong data entry skills, and proficiency with Salesforce and MS Office.

Qualifications

• High School education or equivalent required.
• 4+ years previous related optical experience and/or training.
• Data Entry knowledge.
• Lab process flow knowledge.
• Telephone/Email Etiquette.
• Active Listening.
• 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.

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 questions/concerns, handle technical questions/concerns and conduct outbound calls.
• 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.

Skills

Data entry

Lab processes

Telephone etiquette

Active listening

Team communication

Education

High School Diploma or equivalent

Tools

Salesforce

Excel

Google Suite

Eclipse Order Entry

Optifacts

Salesforce.com

Job description

EssilorLuxottica in Greensboro, NC, is seeking a customer service-focused professional to manage lab-related requests in our on-site operations. You will handle Salesforce cases, coordinate workflows, and communicate with the lab, customer service, and internal labs to ensure timely and accurate job completion.

The role requires 4+ years in optical customer service, strong data entry skills, and proficiency with Salesforce and MS Office.