Customer Service Representative

Requisition ID:881587

Store #:E05042 Customer Service MIDSL

Position:Full-Time

Total Rewards:Benefits/Incentive Information

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. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION
The primary focus of this position is to act as representative of Midland Optical. To provide top quality service to our customers. Duties in this position are usually repetitive, requiring medium to high analysis and use of individual judgment. Specific duties for this position include answering phones, taking orders, assisting customers with inquiries and following through on customer inquiries. Supervision ranges from close to general.

MAJOR DUTIES AND RESPONSIBILITIES

• Perform all duties in compliance with company policies, maintaining punctuality and availability for overtime as needed.
• Engage in 50-100 customer interactions daily, including price quotes, order processing, adjustments, cancellations, and shipping instructions.
• Provide excellent written and verbal communication, ensuring positive customer experiences and driving revenue growth.
• Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention.
• Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary.
• Serve as a positive role model, demonstrating continuous improvement and supporting company objectives.
• Ensure productivity and quality standards are met to exceed customer expectations.
• Use courteous, professional language and work effectively within a team environment.
• Troubleshoot complex customer issues, manage late job lists, and communicate with internal teams to expedite solutions.
• Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.

BASIC QUALIFICATIONS

• High school diploma or equivalent preferred.
• Previous customer service experience or relevant training.
• Strong communication skills, including the ability to write and comprehend short correspondence.
• Professional and courteous demeanor in customer interactions.
• Basic math proficiency and ability to multitask effectively.
• Strong judgment and decision-making skills.
• Basic proficiency in Microsoft Office (Word, Excel, Outlook).
• Keyboarding skills, including 10-key and typing speed of 35-40 WPM.

PREFERRED QUALIFICATIONS

• 2-4 years of customer service experience.
• Experience in a telephone or direct customer contact role.
• ABO Certification

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.