Optical Production Support Specialist

Luxottica; Dallas (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off/vacation

Various employee discounts

Job summary

EssilorLuxottica in Dallas, TX, is seeking a Customer Care Specialist based in the optical production lab to investigate order issues, support delayed orders, and help ensure accurate and efficient production flow.

You will collaborate with Customer Service and Lab Operations to resolve escalated cases, document interactions in the CRM, communicate status updates to customers, and drive continuous improvement of service quality.

Qualifications

• 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
• Strong communication skills with a customer-focused approach

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 (Pricing, Finance, Sales, Account Setup, etc.) to support issue resolution
• Collaborate with lab teams (Quality, Frame, Surfacing, Finishing, Shipping) to help ensure accurate and timely order completion

Skills

Customer service experience

Communication skills

Team collaboration

Problem solving

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica in Dallas, TX, is seeking a Customer Care Specialist based in the optical production lab to investigate order issues, support delayed orders, and help ensure accurate and efficient production flow.

You will collaborate with Customer Service and Lab Operations to resolve escalated cases, document interactions in the CRM, communicate status updates to customers, and drive continuous improvement of service quality.