Representative- Cust Svc

EssilorLuxottica Group • Indianapolis, IN

1d

About The Position

The Customer Service Representative (Order Clerk) builds and maintains customer and vendor relationships while managing requests for quotations, stock orders, returns, and purchase orders. The role coordinates with other departments to provide effective customer service. It also supports product returns, monthly auto-kit mailings, order and customer information management, and routine departmental operations. The representative follows company and manufacturer policies, protects confidential and HIPAA-protected information, keeps the work area organized, and helps train and guide less experienced coworkers.

Requirements

• High school diploma, GED, or equivalent experience.
• At least 1 year of experience in customer service, hospitality, or a call center environment.
• Excellent telephone etiquette and ability to remain composed in difficult customer situations.
• Strong verbal and written communication skills.
• Good organizational skills, attention to detail, and numerical accuracy.
• Basic PC skills, including Microsoft Word and Excel.
• Ability to lift or move up to 40 pounds.

Responsibilities

• Receive customer and lab requests for price quotations, orders, order changes, adjustments, and cancellations.
• Build rapport with customers and provide the best possible service.
• Receive, sort, clean, and repackage overstock and defective lenses, frames, and accessories for vendor returns; use lens cleaner and Goo Gone as needed to meet manufacturers’ return conditions and prepare return documentation.
• Assist with assembling, packaging, including premiums, and marking frames for monthly auto-kit mailings; maintain lists of participating accounts.
• Use a PC to retrieve customer, stock, and order-status information and update customer orders; use correct information codes and organize and file product information.
• Work with vendors to place orders, retrieve order status, and follow up on customer quotations and delivery information.
• Troubleshoot questions and problems from coworkers and customers.
• Communicate company policies, procedures, and promotions, and negotiate diplomatically and cordially.
• Sort and deliver interdepartmental mail on a rotating basis; perform assigned mid-day computer backups and daily end-of-day close-out.
• Cross-train and learn other departmental duties and responsibilities.
• Maintain a neat, clean, and organized work area.
• Follow company and manufacturer policies and procedures and comply with attendance and safety rules; maintain confidentiality of proprietary and HIPAA-protected information.
• Assist coworkers to keep work current, meet deadlines, and maintain an even workload; cooperate with coworkers and complete work on time at acceptable quality and quantity levels.
• Provide training, work direction, and technical guidance to less experienced coworkers; attend training meetings when necessary.
• Perform other duties as assigned.

Benefits

• Benefits may include health care, retirement savings, paid time off/vacation, and employee discounts.
• A competitive bonus and/or commission plan may be offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED