White-Glove Lab Premier Account Pro

ABB OPTICAL GROUP; Auburn Hills (MI); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and group life insurance

Voluntary supplemental life insurance

Supplemental health benefits (critical

Short- and long-term disability

Paid family leave

401(k) plan

Tuition reimbursement

Eyewear discounts

Job summary

ABB Optical Group in Auburn Hills, MI seeks a Lab Premier Account Specialist to serve as the primary resource for designated lab premier accounts, providing white-glove service from order receipt through shipment. You will review technical orders, educate clients, ensure quality, resolve issues, and manage multi-platform order workflows onsite.

You will walk the manufacturing floor daily, coordinate with production, and advise clients on lens capabilities and customization options while

Qualifications

• Minimum of a high school diploma or equivalent, or equivalent experience.
• Exceptional verbal and written communication skills with a proven ability to handle high-stakes customer conflict calmly and professionally via telephone and/or email.
• Strong PC and MS Office literacy with proven experience and knowledge of Lab Management Systems (LMS), order entry software and data entry platforms.
• Two (2+) years of optical lab operations or high-volume optical retail lab environment and lab customer service experience.
• Ability to adapt to change and unexpected demands of the business.
• Ability to multi‑task and utilize multiple systems wile performing on the job.

Responsibilities

• Acts as the dedicated, single point of contact for lab premier accounts, managing high-touch inquiries and building deep business relationships to include account education and training
• Conducts regular check-ins to proactively review account health, ongoing project statuses, and overall client satisfaction before issues arise
• Manages rush requests and manually pushes critical jobs through the lab to meet tight patient deadlines
• Acts as the primary trouble‑shooter and identifies order resolution when technical lens issues, lab delays, or custom prescription problems occur
• Manages remakes and warranties with expedited handling, bypassing standard queues to minimize delay for the client's patient
• Delivers transparent, professional updates regarding delays or errors, offering technical alternatives or realistic timelines rather than generic automated messages
• Advises clients on lens capabilities, product availability, customization options and material boundaries including verification of frame and lens compatibility
• Walks the manufacturing floor daily to physically locate and track specific client job trays; collaborates directly with production and other departments as needed to resolve issues, and prioritize or expedite urgent orders
• Resolves intricate technical inquiries regarding prescription redo's, lens materials (e.g., progressive mappings, high-index constraints), and coating issues etc.
• Identifies and communicates potential delays, shipping updates, and technical lab consultations to clients before they become issues
• Builds expertise regarding PersonalEYEZ customization process and offerings
• Conducts quality control inspections and reviews, verifies, and validates complex optical orders and patient histories to catch prescription entry errors before they enter the manufacturing cycle
• Performs data/order entry across multiple platforms by utilizing on-site Lab Management Systems (LMS) and other platforms to meticulously log issues, track resolution metrics, and update client records
• Ensures compliance for lab premier accounts and escalates issues as necessary
• Owns the order for lab premier accounts from receipt of shipments to shipment verifications of completed orders, and confirmation of order receipt by customer
• Ability to work extended / overtime hours as business needs dictate
• Other duties as assigned

Skills

Excellent communication

MS Office literacy

2+ years optical lab operations

Adaptability

Multi-tasking

Education

High school diploma or equivalent

Associate’s degree in related field

Tools

Lab Management Systems (LMS)

Order entry software

Data entry platforms

Job description

ABB Optical Group in Auburn Hills, MI seeks a Lab Premier Account Specialist to serve as the primary resource for designated lab premier accounts, providing white-glove service from order receipt through shipment. You will review technical orders, educate clients, ensure quality, resolve issues, and manage multi-platform order workflows onsite.

You will walk the manufacturing floor daily, coordinate with production, and advise clients on lens capabilities and customization options while