Optical Customer Service & Order Specialist

Luxottica; Indianapolis (IN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

Walman Optical, a division of EssilorLuxottica, is seeking a Customer Service Representative (Order Clerk) to build relationships with customers and vendors and manage quotations, stock orders, returns, and purchase orders to ensure top-quality service.

The role requires handling orders, ensuring accuracy, coordinating with departments, and maintaining data integrity while upholding policies and confidentiality.

Qualifications

• High school diploma, GED or equivalent experience
• 1+ year(s) of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Strong verbal and written communication skills
• Good organizational skills, orientation to detail and numerical accuracy
• Basic PC skills including MS Office; Word and Excel
• Ability to lift/move up to 40 pounds

Responsibilities

• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a rapport with customers and work to give them the best possible service.
• Responsible for receiving, sorting, cleaning, and repackaging overstock and defective lenses, frames and accessories to be returned to various vendors. This includes using lens cleaner and Goo Gone to ensure product meets the conditions of manufacturer’s return policy. Generate proper documentation for product return.
• Assist in the assembly, packaging, premium inclusion and marking of frames for the monthly auto-kit mailings for our divisions. Maintain the customer lists of those accounts participating in these auto-ship mailings.
• Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders. Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly
• Work closely with vendors when placing orders, retrieving order status information and follow-up on customer quotations and delivery information
• Ability to troubleshoot when confronted with problems or questions from co-workers and/or customers.
• Understand and communicate company policies, procedures, promotions, and negotiate in a diplomatic and cordial manner.
• Sort and deliver mail to inter-department personnel on a rotating basis. Also, responsible for mid-day dept. computer back-up on assigned week and performs end-of-day close-out daily.
• Must be self-motivated to cross-train and learn other duties and responsibilities of the department.
• Maintain work area in a neat, clean, and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude. Perform an acceptable quantity and quality of work on time as required.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or sponsored training meetings when necessary.
• Perform other duties as assigned.

Skills

Customer service

Telephone etiquette

Communication skills

Organizational skills

MS Office

Education

High school diploma or GED

Tools

MS Office

Job description

Walman Optical, a division of EssilorLuxottica, is seeking a Customer Service Representative (Order Clerk) to build relationships with customers and vendors and manage quotations, stock orders, returns, and purchase orders to ensure top-quality service.

The role requires handling orders, ensuring accuracy, coordinating with departments, and maintaining data integrity while upholding policies and confidentiality.