Customer Service Advocate

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, Lens Crafters, 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.

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.

• 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.

• High School education or equivalent required.
• 4+ years previous related optical experience and/or training.
• Data Entry knowledge.
• Lab process flow knowledge.
• 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.

• Gmail and Google Suite of Web Based Applications.
• Eclipse Order Entry experience.
• experience.

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.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the Essilor Luxottica Speak Up Hotline at 844‑303‑0229 (be sure to provide your name, job r, and contact information so that we may…