Customer Service Specialist (Prescription)

Raleigh, NC, US, 27609

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 Contact Center Prescription Customer Service Specialist is responsible for providing front-line customer care support pertaining to questions and escalations regarding prescription lenses. This person will act as a liaison between our Lab Operations team and our Customer Contact Center. This position will work closely with all facets of the Wholesale NA organizations with a strong focus on customer care.

MAJOR DUTIES AND RESPONSIBILITIES

• Triage and escalate customer issues with the lab, Ray-Ban Brand managers and customer service management to determine best path for resolution
• Manage WIP report to ensure Customer callbacks for delays in service level due to breakage happen within a timely manner
• Work with supply chain team to ensure that backorders are fulfilled and transferred in a timely manner. Ensure customer is aware of delays and options for manage delays.
• Manage outbound calling campaigns around new product launches, promotions and account reactivations
• Manage inbox for order follow ups that require account contact to resolve order discrepancies or processing errors
• E-mail backorder report – mail merge
• Manage frame to come process- Callbacks, WIP report monitoring and outbound calling campaigns
• Support for our front-line agents field questions and lab correspondence to ensure accurate information is provided in a timely manner
• Track and maximize order to delivery KPI’s with the lab teams to ensure service level is met for all jobs
• Develops strong working relationships with the sales organization and manufacturing teams to identify process improvement possibilities
• Track and report reoccurring issues with RXO, customer service and operations regarding product quality, service turnaround and training needs

BASIC QUALIFICATIONS

• Lab Technician or related optical/lab experience
• High school diploma required
• Minimum 2 years Contact Center environment
• Intermediate to advanced business productivity software experience – emphasis in Outlook, Excel and PowerPoint
• Knowledge of SAP tractions for all Customer Contact Center support
• Effective verbal and written communication skills
• Strong organizational skills
• Attention to details
• Strong time management skills
• Ability to multitask and perform in constantly changing environment
• Experience in identifying and reporting quality gaps for a group of people to leadership
• Ability to travel as needed

PREFERRED QUALIFICATIONS

• Associates or higher
• Bilingual English/French - preferred

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.