Customer Service Advocate

Overview

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our portfolio includes iconic brands such as Essilor, Ray‑Ban, Oakley, Persol, and Oliver Peoples, and we operate a global network of retail and e‑commerce channels.

• 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.
• 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.
• Keyboarding skills with the ability to do 10 keys.
• 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.

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.

Columbus