Representative- Cust Svc

Luxottica; York (York County); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off / vacation

Employee discounts

Bonus or commission plan

Job summary

Walman Optical in York, PA is seeking a Customer Service Representative (Order Clerk) to build customer/vendor relationships and manage quotations, stock orders, returns and purchase orders, coordinating with other departments for top-notch service.

You will process requests from customers and labs, maintain accuracy in documentation, assist with monthly auto-kit mailings, and work with vendors to track orders and delivery details, while upholding HIPAA and confidentiality.

Qualifications

• 1+ year of customer service, hospitality or call center experience.
• Excellent telephone etiquette and composure with difficult customers.
• Strong verbal and written communication skills.
• Good organizational skills with attention to detail.
• Basic PC skills including MS Office (Word and Excel).
• Ability to lift/move up to 40 pounds.

Responsibilities

• Receive price quotations, orders, changes, adjustments and cancellations from customers and labs.
• Build rapport with customers to provide the best possible service.
• Sort and repack overstock/defective lenses and prepare vendor returns.
• Assist in assembly and packing for monthly auto-kit mailings; maintain related lists.
• Use a PC to retrieve customer data and update orders; ensure accurate product info.
• Coordinate with vendors on orders and delivery information.
• Troubleshoot problems from coworkers and customers.
• Explain policies, promotions and negotiate politely.
• Maintain a neat, organized work area and ensure confidentiality of information.
• Provide training and guidance for less experienced coworkers; attend trainings.
• Perform other duties as assigned.

Skills

Customer service experience

Telephone etiquette

Verbal and written communication

Organizational skills

MS Office proficiency

Ability to lift 40 pounds

Education

High school diploma or equivalent

Tools

Word

Excel

Job description

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

JOB DESCRIPTION

GENERAL FUNCTION

The Customer Service Representative (Order Clerk) is responsible for building and maintaining customer and vendor relationships and to manage request for quotations, stock orders, returns and purchase orders, and coordinating with other departments to provide the best possible service to the customer.

MAJOR DUTIES AND RESPONSIBILITIES

• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a rapport with customers and work to give them the best possible service.
• Responsible for receiving, sorting, cleaning, and repackaging overstock and defective lenses, frames and accessories to be returned to various vendors. This includes using lens cleaner and Goo Gone to ensure product meets the conditions of manufacturer’s return policy. Generate proper documentation for product return.
• Assist in the assembly, packaging, premium inclusion and marking of frames for the monthly auto-kit mailings for our divisions. Maintain the customer lists of those accounts participating in these auto-ship mailings.
• Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders. Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly
• Work closely with vendors when placing orders, retrieving order status information and follow-up on customer quotations and delivery information
• Ability to troubleshoot when confronted with problems or questions from co-workers and/or customers.
• Understand and communicate company policies, procedures, promotions, and negotiate in a diplomatic and cordial manner.
• Sort and deliver mail to inter-department personnel on a rotating basis. Also, responsible for mid-day dept. computer back-up on assigned week and performs end-of-day close-out daily.
• Must be self-motivated to cross-train and learn other duties and responsibilities of the department.
• Maintain work area in a neat, clean, and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude. Perform an acceptable quantity and quality of work on time as required.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or sponsored training meetings when necessary.
• Perform other duties as assigned.

BASIC QUALIFICATIONS

• High school diploma, GED or equivalent experience
• 1+ year(s) of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Strong verbal and written communication skills
• Good organizational skills, orientation to detail and numerical accuracy
• Basic PC skills including MS Office; Word and Excel
• Ability to lift/move up to 40 pounds

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [e-mail]

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

Nearest Major Market: York PA
Nearest Secondary Market: Lancaster
Job Segment: Social Media, Marketing