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, we are a global leader in the design, manufacture, and distribution of world-class vision care products, including iconic eyewear, advanced lens technology, and cutting-edge digital solutions.

About the role

The Customer Service Representative (Order Clerk) is responsible for building and maintaining customer and vendor relationships, managing requests for quotations, stock orders, returns, and purchase orders, and coordinating 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.
• Build and maintain rapport with customers to provide the best possible service.
• Receive, sort, clean, and repackage overstock and defective lenses, frames, and accessories for return to vendors, ensuring compliance with manufacturer return policies (includes using lens cleaner and Goo Gone).
• Generate proper documentation for product returns.
• Assist in assembling, packaging, and marking frames for monthly auto-kit mailings, and maintain customer lists for these shipments.
• Use a PC to retrieve customer information, stock status, order status, and make changes to customer orders while ensuring correct coding and organization of 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, and communicate company policies, procedures, and promotions diplomatically.
• Sort and deliver inter-department mail on a rotating basis, perform mid-day department computer backups on assigned weeks, and complete end-of-day close-out daily.
• Cross-train and learn other department duties to maintain workflow and meet deadlines.
• Maintain a neat, clean, and organized work area, and comply with all company, manufacturer, attendance, and safety policies.
• Maintain confidentiality of all proprietary and HIPAA-protected information.
• Assist coworkers as needed to balance workload and meet deadlines.
• 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+ years of experience in customer service, hospitality, or a call center environment.
• 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 Microsoft Office (Word and Excel).
• Ability to lift/move up to 40 pounds.

Pay

Starting at $17.00/hour (higher pay based on experience).

Benefits

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