Sr Customer Care Specialist

General Function

The Sr Customer Care Specialist serves as a senior escalation resource for complex or high-priority customer issues. This role partners closely with Customer Service and Lab Operations to investigate technical issues, support delayed orders, and facilitate accurate and efficient production flow.

Major Duties and Responsibilities

• Customer Escalation Management

• Act as a senior escalation resource for complex or high-priority customer issues
• Review escalated cases to identify required production, quality, or workflow actions
• Communicate with customers as needed to provide status updates, timelines, and resolutions
• Document escalation details, actions taken, and outcomes accurately in CRM systems
• Support timely resolution of cases in alignment with established service standards

• Lab & Production Coordination

• 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, including rerouting or tagging orders
• 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

• Production Workflow Monitoring & Reporting

• Maintain daily tracking and reporting of escalated jobs
• Monitor progress of escalated orders and communicate potential risks or delays to appropriate stakeholders
• Participate in daily production meetings to surface priorities and provide issue updates
• Share observations and feedback with process owners regarding recurring issues or workflow inefficiencies

• Customer Experience & Process Improvement

• Identify recurring customer or production issues and communicate trends to leadership and process owners
• Support quality assurance efforts by escalating defects or delays that impact service timelines
• Contribute to root-cause analysis through accurate data collection and documentation
• Participate in continuous improvement initiatives focused on process efficiency, cost reduction, and service effectiveness

• Standard Customer Service Support

• Perform customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews
• Educate customers on product options, ordering processes, and policies to help prevent future issues

Basic Qualifications

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