Field Management - Customer Service Representative
About The Position
The primary focus of this position is to act as Customer Service Representative, as part of Essilor Luxottica Canada. To provide top quality service to our customers. Duties in this position are usually repetitive, requiring medium to high analysis and use of individual judgment. Specific duties for this position include answering phones, taking orders, assisting customers with inquiries and following through on customer inquiries. Supervision ranges from close to general. Essilor Luxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. They offer industry stakeholders in over 150 countries access to a global platform of high-quality vision care products. Their business model and pursuit of operational excellence ensures consumers everywhere have access to products. They manage a global supply chain with cutting-edge technology. In their dynamic environment, fueled by technology and innovation, their people have the space to pioneer new solutions. Join their global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
Requirements
- High school diploma or equivalent preferred.
- Previous customer service experience or relevant training.
- Strong communication skills, including the ability to write and comprehend short correspondence.
- Professional and courteous demeanor in customer interactions.
- Basic math proficiency and ability to multitask effectively.
- Strong judgment and decision-making skills.
- Basic proficiency in Microsoft Office (Word, Excel, Outlook).
- Keyboarding skills, including 10-key and typing speed of 35-40 WPM.
Nice To Haves
- 2-4 years of customer service experience.
- Experience in a telephone or direct customer contact role.
Responsibilities
- Perform all duties in compliance with company policies, maintaining punctuality and availability for overtime as needed.
- Engage in 50-100 customer interactions daily, including price quotes, order processing, adjustments, cancellations, and shipping instructions.
- Provide excellent written and verbal communication, ensuring positive customer experiences and driving revenue growth.
- Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention.
- Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary.
- Serve as a positive role model, demonstrating continuous improvement and supporting company objectives.
- Ensure productivity and quality standards are met to exceed customer expectations.
- Use courteous, professional language and work effectively within a team environment.
- Troubleshoot complex customer issues, manage late job lists, and communicate with internal teams to expedite solutions.
- Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.
Benefits
- health care
- retirement savings
- paid time off/vacation
- various employee discounts
- competitive bonus and/or commission plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
