Optical Customer Care Specialist — Escalations & Lab Support

Luxottica; Lenexa (KS); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

EssilorLuxottica is seeking a Customer Care Specialist based in our Kansas laboratory to deliver advanced customer service and coordinate with Lab Operations. You’ll investigate order issues, support delayed orders, and help ensure an accurate and efficient production flow.

This role requires optical product knowledge, attention to detail, and strong problem-solving abilities, with close collaboration across Pricing, Finance, Sales, and other teams to resolve issues and improve the customer

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).
• Experience with CRM platforms and telephony systems.

Responsibilities

• Support the resolution of complex and escalated customer issues.
• Review assigned cases to determine appropriate production, quality, or workflow actions.
• Communicate with customers as needed to provide status updates, timelines, and resolution information.
• Document customer interactions and maintain detailed records in the CRM platform.
• Assist in resolving customer issues within established service standards.
• Work directly on the production floor to research delayed or problematic orders.
• Identify contributing factors to late or stalled jobs and coordinate appropriate next steps.
• Partner with cross-functional teams to support issue resolution.
• Collaborate with lab teams to ensure accurate and timely order completion.
• Maintain daily tracking and reporting of escalated jobs.
• Monitor progress of escalated orders and communicate risks or delays to customers.

Skills

Customer service

Communication

Team collaboration

Problem solving

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica is seeking a Customer Care Specialist based in our Kansas laboratory to deliver advanced customer service and coordinate with Lab Operations. You’ll investigate order issues, support delayed orders, and help ensure an accurate and efficient production flow.

This role requires optical product knowledge, attention to detail, and strong problem-solving abilities, with close collaboration across Pricing, Finance, Sales, and other teams to resolve issues and improve the customer