Optical Customer Care & Production Liaison

EssilorLuxottica; Dallas (TX); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica in Dallas is seeking a Customer Care Specialist to provide advanced service, investigate order issues, and coordinate with Lab Operations to ensure accurate production flow. The role requires knowledge of optical products, strong problem-solving, and collaboration to deliver a positive customer experience.

The ideal candidate will have a Bachelor’s degree in Business Administration or related field and 3+ years of customer service experience, plus 2+ years in optical contexts.

Qualifications

• Bachelor’s degree in Business Administration or related field required.
• 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 and processes.
• Experience with CRM platforms and telephony systems.
• Strong customer-focused communication skills.

Responsibilities

• Customer Escalation Management: resolve complex issues and provide status updates.
• Lab & Production Coordination: research delayed orders and coordinate next steps.
• Production Workflow Monitoring & Reporting: track escalated jobs and report risks.
• Customer Experience & Process Improvement: identify trends and support improvements.
• Standard Customer Service Support: handle escalated orders, corrections, and policy education.

Skills

Customer service

CRM platforms

Communication skills

Problem-solving

Team collaboration

Education

Bachelor’s degree in Business Administration or related field

2+ years optical experience (customer service, lab operations, or related)

Job description

EssilorLuxottica in Dallas is seeking a Customer Care Specialist to provide advanced service, investigate order issues, and coordinate with Lab Operations to ensure accurate production flow. The role requires knowledge of optical products, strong problem-solving, and collaboration to deliver a positive customer experience.

The ideal candidate will have a Bachelor’s degree in Business Administration or related field and 3+ years of customer service experience, plus 2+ years in optical contexts.