Customer Care Specialist

About the role

The Customer Care Specialist provides advanced customer service support for customer issues requiring additional research and coordination beyond frontline agents. Based in the optical production laboratory, this role works closely with Customer Service and Lab Operations to investigate order issues, support delayed orders, and help facilitate an accurate and efficient production flow. This position requires knowledge of optical products and lab processes, strong problem-solving skills, attention to detail, and the ability to work collaboratively to deliver a positive customer experience.

Responsibilities

• Support the resolution of complex and escalated customer issues
• Review assigned cases to determine appropriate production, quality, or workflow actions
• Communicate with customers as needed to provide status updates, timelines, and resolution information
• Document customer interactions and maintain detailed records in the CRM platform
• Assist in resolving customer issues within established service standards
• Work directly on the production floor to research delayed or problematic orders
• Identify contributing factors to late or stalled jobs and coordinate appropriate next steps
• 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
• Maintain daily tracking and reporting of escalated jobs
• Monitor progress of escalated orders and communicate potential risks or delays to customers and internal partners
• Participate in daily production meetings to discuss priorities and issue statuses
• Share observations regarding recurring issues or workflow concerns
• Identify recurring customer or production issues and communicate trends to leadership
• Support quality assurance efforts by reporting defects or delays that impact service timelines
• Assist with root-cause analysis through accurate data collection and documentation
• Participate in continuous improvement initiatives focused on process efficiency and customer experience
• Support with customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews
• Educate customers on products, ordering procedures, and company policies

Qualifications

• Bachelor's degree in Business Administration or related field
• 3+ years of customer service or call center experience
• 2+ years of optical experience (customer service, lab operations, or related)
• Basic understanding of optical lab workflows
• Experience with CRM platforms and telephony systems
• Strong communication skills with a customer-focused approach