Optical Customer Care & Production Escalation Specialist

EssilorLuxottica; Azusa (CA); On-site; USD 33,000 - 48,000; Full time

Job summary

EssilorLuxottica in Azusa, CA is seeking a Customer Care Specialist to provide advanced service for complex orders from the production lab. Based near the production floor, you will partner with Customer Service and Lab Operations to investigate issues, support delayed orders, and help ensure accurate production flow.

You will bring optical product knowledge, strong problem-solving, and collaborative approach to deliver a positive customer experience.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 3+ years of customer service or call center experience.
• 2+ years of optical experience (customer service, lab operations, or related).
• Basic understanding of optical lab workflows.
• Experience with CRM platforms and telephony systems.
• Strong communication skills with a customer-focused approach.

Responsibilities

• Customer escalation management: resolve complex and escalated customer issues.
• Lab & Production coordination: research delayed or problematic orders.
• Production workflow monitoring & reporting: track escalated jobs daily.
• Customer experience & process improvement: identify recurring issues and report trends.
• Standard customer service support: assist with order corrections, cancellations and reviews.
• Collaborate with cross-functional teams to resolve issues and communicate updates.

Skills

Customer service experience

Call center experience

Optical industry knowledge

CRM platforms

Telephony systems

Communication skills

Education

Bachelor's degree in Business Administration or related field

Job description

EssilorLuxottica in Azusa, CA is seeking a Customer Care Specialist to provide advanced service for complex orders from the production lab. Based near the production floor, you will partner with Customer Service and Lab Operations to investigate issues, support delayed orders, and help ensure accurate production flow.

You will bring optical product knowledge, strong problem-solving, and collaborative approach to deliver a positive customer experience.