Optical Orders Specialist – Customer Care

Walman Optical; Milan (IL); On-site; USD 1,929,000 - 2,755,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

Walman Optical in Milan, IL is seeking a full-time Customer Service Representative (Order Clerk) to manage quotations, orders, returns, and purchase orders while coordinating with labs and vendors to deliver excellent service.

You will build relationships with customers, process requests, maintain accurate records in the system, and support cross‑department communication, all while upholding Walman’s standards and HIPAA requirements.

Qualifications

• High school diploma, GED or equivalent experience.
• 1+ year of experience in customer service, hospitality or call center environment.
• Excellent telephone etiquette and ability to maintain composure with difficult customer situations.
• Strong verbal and written communication skills.
• Good organizational skills, attention 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.
• Assist in the assembly, packaging, premium inclusion and marking of frames for monthly auto-kit mailings for our divisions.
• Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders.
• 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.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload.
• Provide proper training, work direction, and technical guidance for less experienced coworkers.
• Perform other duties as assigned.

Skills

Customer service experience

Telephone etiquette

Verbal and written communication

Organizational skills

Basic PC skills

Ability to lift up to 40 lbs

Education

High school diploma or GED

Tools

MS Office (Word & Excel)

Job description

Walman Optical in Milan, IL is seeking a full-time Customer Service Representative (Order Clerk) to manage quotations, orders, returns, and purchase orders while coordinating with labs and vendors to deliver excellent service.

You will build relationships with customers, process requests, maintain accurate records in the system, and support cross‑department communication, all while upholding Walman’s standards and HIPAA requirements.