Optical Customer Care & Production Escalations

EssilorLuxottica; Town of Texas (WI); Sur place; USD 42 000 - 56 000; Plein temps

Résumé du poste

EssilorLuxottica in Wisconsin is seeking a Customer Care Specialist to provide advanced customer service by researching and coordinating order issues with frontline agents, based in the optical production laboratory.

You will collaborate with Customer Service and Lab Operations to investigate delayed orders, support timely production, and document customer interactions in the CRM, aiming to deliver a positive experience.

Qualifications

• Bachelor's degree required 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.

Responsabilités

• Escalate and resolve complex customer issues with production teams.
• Coordinate with labs and cross-functional teams to resolve delays.
• Maintain CRM records and provide status updates to customers.
• Monitor escalated orders and report risks in daily meetings.
• Support process improvements to enhance customer experience.

Connaissances

Customer service

Communication

CRM experience

Optical knowledge

Formation

Bachelor's degree in Business Administration or related field

Outils

CRM platforms

Telephony systems

Description du poste

EssilorLuxottica in Wisconsin is seeking a Customer Care Specialist to provide advanced customer service by researching and coordinating order issues with frontline agents, based in the optical production laboratory.

You will collaborate with Customer Service and Lab Operations to investigate delayed orders, support timely production, and document customer interactions in the CRM, aiming to deliver a positive experience.