Customer Service (Optical)
About The Position
This role acts as a lab advocate between the lab, customer service & order entry to expedite orders affecting lab service level and to better serve our customers. Identify orders in the lab WIP through the reporting of See 4 C, Optifacts, & Salesforce. (ex. stuck orders, no cut outs, canceled, needing information, needing attached shape.) Any orders at risk of failing service level expectations will need to be identified, investigated, tagged and put into the production process. This position will report to lab management. This position is not to interfere or replace the responsibilities of our CS/OE teams.
Requirements
- A high school diploma or equivalent
- 1+ years of related work experience in Manufacturing experience in lab settings is preferred but not required
- The ability to meet measurable standards in a dynamic production environment
- Demonstrate good judgement and decision making skills
- Problem solving abilities
- Optical and Opti-facts experience
- Strong oral and written communication skills
- Excellent organizational abilities
- Attention to detail
Nice To Haves
- Manufacturing experience in lab settings is preferred but not required
Responsibilities
- Prompt, regular attendance and available for overtime as needed.
- Communication with lab management team is critical in understanding lab issues
- Develop and maintain cooperative working relationships with customers, co-workers, management and sales.
- Use knowledge to occasionally advise customers or seek out assistance on problem jobs
- Use knowledge to make the necessary job changes to get the order in the production process
- Handling any additional delegated duties given by manager
- Identify & expedite tray to next department to continue production (tagging the order)
- Review any delayed orders in the Ticket que and act accordingly by correcting and opening/closing tickets
- Monitor the delayed job workflow at outsource/offsite area
- Communicate breakage to Customer Service through the Ticket/Case process
- Monitor the “Complaint Management” tool, investigate the compliant and follow up with the account
- General knowledge of current operating system
- Maintain an organized and clean working area.
- Professional behavior, respectful & courteous maintained at all times
- Both sitting and walking required for these duties
Benefits
- health care
- retirement savings
- paid time off/vacation
- various employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
