Optical Production Support Specialist

EssilorLuxottica; Pompano Beach (FL); On-site; USD 42,000 - 66,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Care Specialist based in our optical production lab to resolve complex escalated issues, coordinate production workflows, and maintain detailed CRM records. You will work closely with Customer Service and Lab Operations to research delays and ensure accurate order completion.

The role requires 3+ years in customer service, 2+ years in optical environments, and strong communication.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3+ years in customer service or call center.
• 2+ years of optical experience in customer service or lab operations.
• Basic understanding of optical lab workflows.
• Experience with CRM platforms and telephony systems.
• Strong communication skills with a customer-focused approach.

Responsibilities

• Support resolution of complex escalated customer issues.
• Review cases to determine actions in production, quality or workflow.
• Provide customers with status updates and timelines.
• Document interactions and maintain CRM records.
• Assist in resolving issues within service standards.
• Work on production floor to research delayed orders.
• Collaborate with cross-functional teams to resolve issues.
• Participate in daily production meetings.
• Identify recurring issues and report trends.
• Support QA by reporting defects or delays.

Skills

Customer service experience

Optical industry knowledge

CRM systems

Telephony systems

Strong communication

Education

Bachelor’s degree in Business Administration or related field

Job description

EssilorLuxottica is seeking a Customer Care Specialist based in our optical production lab to resolve complex escalated issues, coordinate production workflows, and maintain detailed CRM records. You will work closely with Customer Service and Lab Operations to research delays and ensure accurate order completion.

The role requires 3+ years in customer service, 2+ years in optical environments, and strong communication.