Coordinator- Cust Svc

EssilorLuxottica Group•Brooklyn Park, MN

About The Position

The Customer Service Coordinator builds and maintains customer and vendor relationships and manages requests for quotations, stock orders, returns, and purchase orders. The role coordinates with other departments to provide excellent customer service and supports lab operations, sales, and marketing. The coordinator also manages monthly auto-kit mailings, including frame ordering, assembly, packaging, premium inclusion, marking, and maintaining participating account lists. The role uses computer systems and Microsoft Office to access and update customer and order information, communicate with customers and branches, and maintain accurate product documentation. It involves troubleshooting, cross-training across department functions, supporting coworkers, and helping train less experienced colleagues. The position requires compliance with company and manufacturer policies, attendance and safety rules, and confidentiality requirements for proprietary and HIPAA-protected information. The role also includes sorting and delivering interdepartmental mail and performing a computer backup on an assigned week.

Requirements

High school diploma, GED, or equivalent experience.
At least 3 years of experience in customer service, hospitality, or a call center environment.
Excellent telephone etiquette and the ability to remain composed in difficult customer situations.
Ability to perform clerical and computer functions supporting lab operations, sales, and marketing.
Strong verbal and written communication skills.
Good organizational skills, attention to detail, and numerical accuracy.
Good PC skills, including Microsoft Office, Outlook, Word, and Excel.
Ability to lift or move up to 40 pounds.

Nice To Haves

Optical knowledge.

Responsibilities

Coordinate ordering, assembly, packaging, premium inclusion, and marking of frames for monthly auto-kit mailings, and maintain lists of participating accounts.
Receive customer and lab requests for price quotations, orders, order changes, adjustments, and cancellations.
Build rapport with customers and provide the best possible service.
Use a PC to retrieve customer, stock status, and order status information and make changes to customer orders, ensuring correct codes and accurate product information records.
Use Microsoft Office to create spreadsheets, write memos, and communicate with customers and other branches by email.
Troubleshoot problems and questions from coworkers and customers.
Cross-train in all department areas and provide coverage for coworkers during vacation or illness.
Write and maintain current documentation for department processes, programs, and responsibilities.
Sort and deliver mail to interdepartmental personnel on a rotating basis and perform the midday department computer backup during the assigned week.
Communicate company policies, procedures, promotions, and contracts diplomatically and cordially.
Maintain a neat, clean, and organized work area.
Follow company and manufacturer policies and procedures, comply with attendance and safety rules, and protect confidential and HIPAA-protected information.
Assist coworkers to keep work current, meet deadlines, and maintain an even workload; cooperate with coworkers and complete work to acceptable quality and quantity standards on time.
Provide training, work direction, and technical guidance to less experienced coworkers.
Attend in-house or sponsored training meetings when necessary.
Perform other duties as assigned.