Representative- Cust Svc

Since 1915, Walman Optical has served thousands of independent eye care professionals, providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while delivering quality eyewear and unmatched service for an exceptional patient experience. As a division of Walman, part of EssilorLuxottica, you’ll bring advanced technology and innovative products to our partners. EssilorLuxottica is a global leader in vision care, including iconic eyewear, advanced lens technology, and cutting-edge digital solutions.

About the role

The Customer Service Representative (Order Clerk) builds and maintains customer and vendor relationships, manages requests for quotations, stock orders, returns, and purchase orders, and coordinates with other departments to provide the best possible service to customers.

Responsibilities

• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain rapport with customers to provide the best possible service.
• Receive, sort, clean, and repackage overstock and defective lenses, frames, and accessories for vendor returns, including using lens cleaner and Goo Gone to meet manufacturer return policies.
• Generate proper documentation for product returns.
• Assist in assembling, packaging, and marking frames for monthly auto-kit mailings, and maintain customer lists for auto-ship accounts.
• Use a PC to retrieve customer information, stock status, order status, and make changes to customer orders, ensuring correct codes and organized product information.
• Work closely with vendors to place orders, retrieve order status, and follow up on customer quotations and delivery information.
• Troubleshoot problems or questions from coworkers and customers, communicating company policies, procedures, and promotions diplomatically.
• Sort and deliver inter-department mail on a rotating basis, perform mid-day computer backups, and complete end-of-day close-outs.
• Cross-train to learn other department duties and maintain a neat, organized work area.
• Follow all company and manufacturer policies, including attendance, safety, and HIPAA compliance.
• Maintain confidentiality of proprietary and protected information.
• Assist coworkers to balance workloads, meet deadlines, and maintain a positive attitude.
• Provide training, work direction, and technical guidance to less experienced coworkers.
• Attend in-house or sponsored training meetings as required.
• Perform other duties as assigned.

Requirements

• High school diploma, GED, or equivalent experience.
• 1+ year of experience in customer service, hospitality, or call center environments.
• Excellent telephone etiquette and ability to maintain composure in difficult customer situations.
• Strong verbal and written communication skills.
• Good organizational skills, attention to detail, and numerical accuracy.
• Basic PC skills, including MS Office (Word and Excel).
• Ability to lift/move up to 40 pounds.

Benefits

• Health care coverage.
• Retirement savings plans.
• Paid time off/vacation.
• Employee discounts.
• Competitive bonus and/or commission plan.

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements.