Optical Customer Service Supervisor (hourly) Mon to Fri 7:30 am to 5:00 pm

EssilorLuxottica Group•Traverse City, MI

7d•Onsite

About The Position

The Customer Service Supervisor is responsible for supervising and training employees and managing the Office/Customer Service area of the lab to a high level of efficiency while maintaining attendance and a high level of engagement in the department. This position requires exposure to one or more hazardous substances/chemicals which requires safety training.

Requirements

high school diploma, GED or equivalent work experience
4+ years of experience working in customer service, hospitality or call center environment
Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
Ability to perform all clerical and computer functions in support of the lab operations
Knowledge of Digital Vision Inc. (DVI) optical manufacturing software
Strong verbal and written communication skills and ability to manage internal and external customers
Ability to lift/move up to 25 pounds

Nice To Haves

Previous supervisory experience is a plus

Responsibilities

Demonstrate high competency in all office and customer service duties, including the laboratory operating software system. Manage activities to achieve high-quality output and service standards.
Maintain close association with accounts and address product information issues and Rx service. Render decisions to accounts on matters of company sales/service policies and procedures
Interpret work ticket instructions and troubleshoot production problems within area of responsibility to ensure production quality and service levels.
Manage and train employees and ensure timely performance reviews, proper documentation of performance issues and a motivating work environment.
Effectively communicate with all levels of the organization to ensure understanding and the proper application of company policies, practices and procedures.
Assist and participate in the planning of State and Local Conventions.
Continually review and suggest process improvements to simplify jobs, eliminate non-value-added tasks and reduce costs.
Act as a role model and clearly communicate organizational goals and foster a motivating and collaborative work environment.
Maintain work area in a neat, clean and organized condition.
Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude.
Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or supervisory training classes offered locally and suggested by the lab or higher management.
Perform other duties as assigned.