Customer Service; Optical

JOB SUMMARY:

This role acts as a lab advocator between the lab, customer service & order entry to expedite orders effecting lab service level and to better serve our customers. Identify orders in the lab WIP through the reporting of See 4 C, Optifacts, & Salesforce. (ex. stuck orders, no cut outs, canceled, needing information, needing attached shape.) Any orders at risk of failing service level expectations will need to be identified, investigated, tagged and put into the production process.

This position will report to lab management. This position is not to interfere or replace the responsibilities of our CS/OE teams.

• Prompt, regular attendance and available for overtime as needed.
• Communication with lab management team is critical in understanding lab issues.
• Develop and maintain cooperative working relationships with customers, co-workers, management and sales.
• Use knowledge to occasionally advise customers or seek out assistance on problem jobs.
• Use knowledge to make the necessary job changes to get the order in the production process.
• Handling any additional delegated duties given by manager.
• Identify & expedite tray to next department to continue production (tagging the order).
• Review any delayed orders in the Ticket queue and act accordingly by correcting and opening/closing tickets.
• Monitor the delayed job workflow at outsource/offsite area.
• Communicate breakage to Customer Service through the Ticket/Case process.
• Monitor the "Complaint Management" tool, investigate the complaint and follow up with the account.
• General knowledge of current operating system.
• Maintain an organized and clean working area.
• Professional behavior, respectful & courteous maintained at all times.
• Both sitting and walking required for these duties.

• A high school diploma or equivalent.
• 1+ years of related work experience in Manufacturing experience in lab settings is preferred but not required.
• The ability to meet measurable standards in a dynamic production environment.
• Demonstrate good judgement and decision making skills.
• Problem solving abilities.
• Optical and Optifacts experience.
• Strong oral and written communication skills.
• Excellent organizational abilities.
• Attention to detail.

Pay Range:

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.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. 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.