Customer Satisfaction Supervisor

EssilorLuxottica Group•Compton, CA

9d•$71,534 - $90,423•Onsite

About The Position

This role leads customer advocacy for a low volume of customer jobs or non-complex manufacturing processes and applications. This role is responsible for customer satisfaction, service recovery, and customer experience performance. The company is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses, serving over 150 countries with a global supply chain managed with cutting-edge technology. They offer a dynamic environment fueled by technology and innovation, providing space for employees to pioneer new solutions. The company has over 200,000 dedicated employees worldwide and is driving the transformation of the eyewear and eyecare industry.

Requirements

High School diploma/G.E.D.
3+ years of experience with leading others
3+ years of experience in manufacturing, optical, or related environment
3+ years of experience in customer service
Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.

Nice To Haves

Bachelor's in Business or related field.

Responsibilities

May lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
Serve as a customer advocate by partnering with operations, quality, and support teams to improve customer outcomes and operational performance.
Partner with lab leadership to identify customer service, quality, and turnaround time issues, prioritize improvement opportunities, and support implementation of corrective actions.
Use customer feedback, operational metrics, and business data to identify trends, recommend improvements, and support decision-making.
Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans.
Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs).
Prioritize customer experience initiatives. Work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab, and drive improvements.
Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab.
Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change.
Support training programs/operational programs to address quality gaps and elevate customer experience.
Understand quality/tolerance expectations for any specific customer/job types.
Set targets for customer issue resolution times and monitor performance against those goals.
Use customer feedback and insights from data and reporting to ensure END TO END turn-time consistency and develop plans to drive consistency through internal collaboration and customer management.
Identify underserved customers and implement special attention process to improve customer turn time and document findings and root cause.
Set targets for customer issue resolution times and monitor performance against those goals.
Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution.
Proactively communicate with customers regarding expected resolution times and keep them updated on progress.
Ensure turn-time opportunities around certain products/customers/job types are clearly assessed, communicated, and worked in collaboration with the centralized supply chain/program management team.