Representative - Customer Service (Order Clerk)

EssilorLuxottica; Brooklyn Park (MN); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Job summary

Walman Optical, part of EssilorLuxottica, is seeking a full-time Customer Service Representative (Order Clerk) in Brooklyn Park, MN. You will handle price quotations, orders, returns, and brief vendor interactions to ensure excellent service for customers and labs.

Responsibilities include processing orders, maintaining customer lists for auto-ship mailings, updating order status in the system, and coordinating with vendors.

Qualifications

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

Responsibilities

• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Build rapport with customers and provide the best possible service.
• Receive, sort, clean, and repack overstock and defective lenses, frames and accessories for returns to vendors; generate documentation for returns.
• Assist in assembly and packaging for monthly auto-kit mailings and maintain related customer lists.
• Use a PC to retrieve and input customer and stock information and update orders.
• Coordinate with vendors for order status and delivery details.
• Troubleshoot problems or questions from coworkers and customers.
• Understand and communicate company policies, promotions, and negotiate professionally.
• Sort and deliver mail and perform mid-day backups and end-of-day close-out.
• Cross-train and learn other department duties; maintain neat and organized work area.
• Adhere to all attendance, safety rules, HIPAA confidentiality, and company policies.

Skills

Customer service

Communication

Telephone etiquette

Organizational skills

Team collaboration

Education

High school diploma or GED

Tools

MS Office

Word

Excel

Job description

Requisition I D: 934569
Store #: WM0085 Optical Order Entry BPARK
Position: Full-Time

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.

GENERAL FUNCTION

The Customer Service Representative (Order Clerk) is responsible for building and maintaining customer and vendor relationships and for managing requests 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 the 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 following 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 department computer back‑up on the 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 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.

Pay Range: 17.99-24.91

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.

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.