Sr Customer Care Specialist

Requisition  Store #: E05360 Customer Satisfaction STJOS Position:
Full-Time Total Rewards:
Benefits/Incentive Information

If you've worn a pair of glasses, we've already met.
We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, Lens Crafters, and Target Optical, and leading e-commerce platforms.
With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.
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 Linked In!
GENERAL FUNCTION
The Sr Customer Care Specialist serves as an escalation resource for complex customer issues that are not resolved by frontline agents. Based in the optical production laboratory, this role partners closely with Customer Service and Lab Operations to investigate technical issues, support delayed orders, and facilitate accurate and efficient production flow. The position requires strong product and lab workflow knowledge, analytical problem-solving skills, and the ability to identify contributing factors to production delays or errors, playing an important role in protecting customer satisfaction and supporting continuous improvement efforts.
MAJOR DUTIES AND RESPONSIBILITIES
Customer Escalation Management

Act as a senior escalation resource for complex or high-priority customer issues
Review escalated cases to identify required production, quality, or workflow actions
Communicate with customers as needed to provide status updates, timelines, and resolutions
Document escalation details, actions taken, and outcomes accurately in CRM systems
Support timely resolution of cases in alignment with established service standards

Lab & Production Coordination

Work directly on the production floor to research delayed or problematic order
Identify contributing factors to late or stalled jobs and coordinate appropriate next steps, including rerouting or tagging orders
Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to support issue resolution
Collaborate with lab teams (Quality, Frame, Surfacing, Finishing, Shipping) to help ensure accurate and timely order completion

Production Workflow Monitoring & Reporting

Maintain daily tracking and reporting of escalated jobs
Monitor progress of escalated orders and communicate potential risks or delays to appropriate stakeholders
Participate in daily production meetings to surface priorities and provide issue updates
Share observations and feedback with process owners regarding recurring issues or workflow inefficiencies

Customer Experience & Process Improvement

Identify recurring customer or production issues and communicate trends to leadership and process owners
Support quality assurance efforts by escalating defects or delays that impact service timelines
Contribute to root-cause analysis through accurate data collection and documentation
Participate in continuous improvement initiatives focused on process efficiency, cost reduction, and service effectiveness

Standard Customer Service Support

Perform customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews
Educate customers on product options, ordering processes, and policies to help prevent future issues

BASIC QUALIFICATIONS

Bachelor's degree in Business Administration or related…