Optical Production Care Specialist – Escalations

EssilorLuxottica; Overland Park (KS); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica in Overland Park, KS is seeking a Customer Care Specialist to deliver advanced customer service for complex issues on the production floor. Based near the optical lab, you will coordinate with Customer Service and Lab Operations to resolve delays and ensure accurate production flow.

The role requires optical knowledge, strong problem solving, and collaboration with cross-functional teams to support timely order completion and a positive customer experience.

Qualifications

• 3+ years of customer service or call center experience.
• 2+ years of optical experience (customer service, lab operations, or related).
• Bachelor’s degree in Business Administration or related field.
• Strong communication skills with a customer-focused approach.
• 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 help ensure accurate and timely order completion.
• Maintain daily tracking and reporting of escalated jobs.
• Monitor progress of escalated orders and communicate potential risks or delays to customers and internal partners.
• Participate in daily production meetings to discuss priorities and issue statuses.
• Share observations regarding recurring issues or workflow concerns.
• Identify recurring customer or production issues and communicate trends to leadership.
• Support quality assurance efforts by reporting defects or delays that impact service timelines.
• Assist with root-cause analysis through accurate data collection and documentation.
• Participate in continuous improvement initiatives focused on process efficiency and customer experience.
• Support with customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews.
• Educate customers on products, ordering procedures, and company policies.

Skills

Customer service

CRM platforms

Communication

Problem solving

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica in Overland Park, KS is seeking a Customer Care Specialist to deliver advanced customer service for complex issues on the production floor. Based near the optical lab, you will coordinate with Customer Service and Lab Operations to resolve delays and ensure accurate production flow.

The role requires optical knowledge, strong problem solving, and collaboration with cross-functional teams to support timely order completion and a positive customer experience.