Optics Lab Customer Support Specialist

EssilorLuxottica Group; Minnesota; On-site; USD 23,419 - 33,062; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica Group in Minnesota seeks a Customer Service Advocate to handle lab-based customer requests, manage workflow, and deliver timely, accurate service. You will coordinate with the Lab, Customer Service, and internal teams, ensuring high-quality support and precise communication.

The role requires 4+ years in optical-related work, strong data-entry skills, and proficiency with Salesforce. A focus on professionalism, teamwork, and compliance with safety practices is essential.

Qualifications

• High School education or equivalent.
• 4+ years previous related optical experience and/or training.
• Data Entry knowledge.
• Lab process flow knowledge.
• Telephone/Email Etiquette.
• Active Listening.
• Familiarity with electronic communication methods such as email, instant messaging, and chat services.
• Basic ability to add and subtract.
• Understand decimal numerical sequencing.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to communicate effectively in a team environment.
• Ability to use professional language/conduct when communicating externally to customers.
• Keyboarding skills with the ability to do 10 key
• Basic computer hardware knowledge.

Responsibilities

• Manage customer requests via Salesforce cases to successful outcome.
• Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
• Provide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns and conduct outbound calls (Missed ETAs, Follow up requests, Back-order substitutions).
• Prioritize and problem solve complex customer issues and concerns.
• Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner.
• Conduct professional communication with customers.
• Occasional Modification of jobs to customer specifications.
• Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
• Perform other duties within the customer service department or other areas as assigned.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

Skills

Active listening

Telephone etiquette

Data entry

Team communication

10-key typing

Basic math

Electronic communications

Education

High School diploma or equivalent

4+ years optical experience

Tools

Salesforce.com

Eclipse Order Entry

Optifacts

Microsoft Office

Job description

EssilorLuxottica Group in Minnesota seeks a Customer Service Advocate to handle lab-based customer requests, manage workflow, and deliver timely, accurate service. You will coordinate with the Lab, Customer Service, and internal teams, ensuring high-quality support and precise communication.

The role requires 4+ years in optical-related work, strong data-entry skills, and proficiency with Salesforce. A focus on professionalism, teamwork, and compliance with safety practices is essential.