Coordinator - Customer Service (1st shift)

Jackson (MI), MI, US, 49201

Requisition ID: 870563 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

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 providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

The Customer Service Coordinator is responsible for building and maintaining customer and vendor relationships and to manage request for quotations, stock orders, returns and purchase orders, and coordinating with other departments to provide the best possible service to the customer.

MAJOR DUTIES AND RESPONSIBILITIES

• Fully coordinate the ordering, assembly, packaging, premium inclusion and marking of frames for the monthly auto-kit mailings for our divisions. Maintain the customer lists of those accounts participating in these auto-ship mailings.
• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a rapport with customers and work to give them the best possible service.
• Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders. Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly 
• Use Microsoft Office on a regular basis to make spreadsheets, write memos, and communicate with customers and other branches using e-mail.
• Able to troubleshoot when confronted with problems or questions from co-workers and/or customers.
• Must be cross-trained in all areas of the department and able to fill in for anyone in lieu of vacation or illness.
• Write the documentation for all areas of the department. This means keeping the documentation up to date with new DVI programs, new PC programs and new responsibilities the department takes on.
• Sort and deliver mail to inter-department personnel on a rotating basis. Also, responsible for mid-day dept. computer back-up on assigned week.
• Understand and communicate company policies, procedures, promotions, and contracts in a diplomatic and cordial manner.
• Maintain work area in a neat, clean, and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude. Perform an acceptable quantity and quality of work on time as required.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or sponsored training meetings when necessary.
• Perform other duties as assigned.

BASIC QUALIFICATIONS

• High school diploma, GED or equivalent experience
• 3+ year(s) of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Ability to perform all clerical and computer functions in support of the lab operations in addition to support of sales and marketing
• Strong verbal and written communication skills
• Good organizational skills, orientation to detail and numerical accuracy
• Good PC skills including MS Office, Outlook, Word and Excel
• Ability to lift/move up to 40 pounds

PREFERRED QUALIFICATIONS

• Optical knowledge will be considered a preferred qualification

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.