Lab Premier Account Specialist (M-F 8:30am-5:30pm)

ABB Optical Group•Auburn Hills, MI

7d•Onsite

About The Position

The Lab Premier Account Specialist is the primary resource and subject matter expert on luxury eyewear and customization and who takes ownership of designated lab premier accounts from job receipt through shipment. This role is an on-site position and is responsible for providing these accounts with a white glove service to include technical order review, account education, quality assurance, issue resolution, client communication, multi-platform order management, and end-to-end oversight of said designated lab premier accounts.

Requirements

Minimum of a high school diploma or equivalent, or equivalent experience
Exceptional verbal and written communication skills with a proven ability to handle high-stakes customer conflict calmly and professionally via telephone and/or email
Strong PC and MS Office literacy with proven experience and knowledge of Lab Management Systems (LMS), order entry software and data entry platforms
Two (2+) years of optical lab operations or high-volume optical retail lab environment and lab customer service experience
Ability to adapt to change and unexpected demands of the business
Ability to multi-task and utilize multiple systems wile performing on the job

Nice To Haves

Three (3) to five (5) years of optical lab operations and lab customer service experience
Associate’s degree in related field
Strong familiarity with optical terminology, prescription metrics, and general ANSI lens standards

Responsibilities

Acts as the dedicated, single point of contact for lab premier accounts, managing high-touch inquiries and building deep business relationships to include account education and training
Conducts regular check-ins to proactively review account health, ongoing project statuses, and overall client satisfaction before issues arise
Manages rush requests and manually pushes critical jobs through the lab to meet tight patient deadlines
Acts as the primary trouble-shooter and identifies order resolution when technical lens issues, lab delays, or custom prescription problems occur
Manages remakes and warranties with expedited handling, bypassing standard queues to minimize delay for the client's patient
Delivers transparent, professional updates regarding delays or errors, offering technical alternatives or realistic timelines rather than generic automated messages
Advises clients on lens capabilities, product availability, customization options and material boundaries including verification of frame and lens compatibility
Walks the manufacturing floor daily to physically locate and track specific client job trays; collaborates directly with production and other departments as needed to resolve issues, and prioritize or expedite urgent orders
Resolves intricate technical inquiries regarding prescription redo's, lens materials (e.g., progressive mappings, high-index constraints), and coating issues etc.
Identifies and communicates potential delays, shipping updates, and technical lab consultations to clients before they become issues
Builds expertise regarding PersonalEYEZ customization process and offerings
Conducts quality control inspections and reviews, verifies, and validates complex optical orders and patient histories to catch prescription entry errors before they enter the manufacturing cycle
Performs data/order entry across multiple platforms by utilizing on-site Lab Management Systems (LMS) and other platforms to meticulously log issues, track resolution metrics, and update client records
Ensures compliance for lab premier accounts and escalates issues as necessary
Owns the order for lab premier accounts from receipt of shipments to shipment verifications of completed orders, and confirmation of order receipt by customer
Ability to work extended / overtime hours as business needs dictate
Other duties as assigned