Customer Service Advocate

Bristol, TN, US, 37620

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

GENERAL FUNCTION

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry/position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal.

MAJOR DUTIES AND RESPONSIBILITIES

• Manage customer requests via Salesforce cases to successful outcome. 
• Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
• Provide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns and conduct outbound calls (Missed ETAs, Follow up requests, Back-order substitutions)  
• Prioritize and problem solve complex customer issues and concerns. 
• Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner.
• Conduct professional communication with customers.
• Occasional Modification of jobs to customer specifications. 
• Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
• Perform other duties within the customer service department or other areas as assigned.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

BASIC QUALIFICATIONS

• High School education or equivalent required
• 4+ years previous related optical experience and/or training
• Data Entry knowledge
• Lab process flow knowledge  
• Telephone/Email Etiquette
• Active Listening 
• Familiarity with electronic communication methods such as email, instant messaging, and chat services.
• Basic ability to add and subtract.
• Understand decimal numerical sequencing.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to communicate effectively in a team environment.
• Ability to use professional language/conduct when communicating externally to customers.
• Keyboarding skills with the ability to do 10 key.
• Basic computer hardware knowledge

PREFERRED QUALIFICATIONS

• ABO (AMERICAN BOARD OF OPTICIANRY) Certification
• Microsoft Office programs required (Excel, Word, etc.)
• Gmail and Google Suite of Web Based Applications
• Eclipse Order Entry experience
• Optifacts experience
• Salesforce.com experience

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world