Optical Production & Escalations Specialist

EssilorLuxottica; Lenexa (KS); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Employee discounts

Job summary

EssilorLuxottica is seeking a Customer Care Specialist based in the Lenexa lab to provide advanced customer service for complex issues. You will coordinate with Customer Service and Lab Operations to investigate orders, support delays, and ensure accurate production flow.

We value optical product knowledge, problem-solving, attention to detail, and collaboration to deliver a positive customer experience; experience with CRM and telephony systems is essential.

Qualifications

• Bachelor's degree or equivalent 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).
• Basic understanding of optical lab workflows.
• Experience with CRM platforms and telephony systems.

Responsibilities

• Manage escalated customer issues and coordinate with production for timely resolution.
• Research delayed or problematic orders on the production floor and coordinate next steps.
• Collaborate with cross-functional teams to resolve issues and communicate status to customers.
• Maintain daily tracking and reporting of escalated jobs; participate in daily production meetings.

Skills

Bachelor's degree

Customer service

Optical experience

CRM experience

Communication

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 the Lenexa lab to provide advanced customer service for complex issues. You will coordinate with Customer Service and Lab Operations to investigate orders, support delays, and ensure accurate production flow.

We value optical product knowledge, problem-solving, attention to detail, and collaboration to deliver a positive customer experience; experience with CRM and telephony systems is essential.