Customer Service Coordinator

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. Our portfolio includes high-quality vision care products such as the Essilor brand (Varilux, Crizal, Eyezen, Stellest, and Transitions), iconic brands like Ray-Ban, Oakley, Persol, and Oliver Peoples, and a network of retail and e-commerce platforms including Sunglass Hut, LensCrafters, and Target Optical.

About the role

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties are typically repetitive, requiring analysis and individual judgment. You will create partnerships with the lab, peers, and accounts to achieve customer satisfaction. Supervision ranges from general to minimal.

Responsibilities

• Manage customer requests via Salesforce cases to successful outcome.
• Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
• Provide quality customer service by answering customer calls, responding to questions/concerns, handling technical inquiries, and conducting outbound calls (e.g., missed ETAs, follow-up requests, back-order substitutions).
• Prioritize and problem-solve complex customer issues.
• Respond to incoming internal customer service requests, Salesforce/Lab activities, and cases in a timely manner.
• Conduct professional communication with customers.
• Modify jobs to customer specifications as needed.
• Act as a liaison between the Lab, Customer Service, and internal-company laboratories.
• Perform other duties within the customer service department or other areas as assigned.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

Requirements

• High School education or equivalent.
• 4+ years of previous related optical experience and/or training.
• Data entry knowledge.
• Lab process flow knowledge.
• Telephone/email etiquette.
• Active listening skills.
• Familiarity with electronic communication methods (email, instant messaging, chat services).
• Basic arithmetic skills (addition, subtraction, decimal sequencing).
• Ability to read, write, and comprehend simple instructions, correspondence, and memos.
• Ability to communicate effectively in a team environment.
• Professional language/conduct when communicating externally to customers.
• Keyboarding skills, including 10-key proficiency.
• Basic computer hardware knowledge.

Preferred Qualifications

• ABO (American Board of Opticianry) Certification.
• Microsoft Office proficiency (Excel, Word, etc.).
• Experience with Gmail and Google Suite of web-based applications.
• Eclipse Order Entry experience.
• Optifacts experience.
• Salesforce.com experience.

Pay

Pay range: $20.12 – $29.64 per hour. Employee pay is determined by factors including geography, experience, qualifications, skills, and local minimum wage requirements. You may also be offered a competitive bonus and/or commission plan.

Benefits

Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts as part of a first-class total rewards package.