RxO - Representative - Cust Service (1st Shift)

EssilorLuxottica Group•Tacoma, WA

2d•$19 - $26•Onsite

About The Position

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms. Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. We are looking for a committed, conscientious Customer Service Representative (Returns), whose priority is taking care of the needs of our customers. This role supports FramesDirect.com and is apart of the EssilorLuxottica Ecommerce portfolio. We are constantly seeking qualified eye care professionals to assist us in carrying out our mission to enhance our customers' eye care experience. Optical experience is REQUIRED in this position. The Customer Returns Associate will be responsible for processing both plano and prescription returns and adhering to our policies regarding returns and warranties. This position reports to the Operations Manager.

Requirements

High School Diploma or equivalent.
1+ year of Optical experience is REQUIRED for this position.
Experience using a Lensometer.
Must be able to communicate effectively with people at all levels.
Must be computer literate with all MS Office software programs including Excel, Word, and Outlook.
Intermediate math skills for calculating discounts, re-stocking fees, etc.

Nice To Haves

Associates Degree preferred.
3+ years’ experience in Optical Sales and Customer Service.

Responsibilities

Answer customer calls through a phone queue process.
Process orders for plano and prescription products that are being returned.
Correctly identify and calculate discount amounts, re-stocking fees and promotional code values.
Inspect all inbound customer returned products for defects and/or incorrect prescriptions.
Place, track and expedite customer orders if requested by the customer.
Communicate order status and policies to customers.
Provide appropriate customer service to customers with knowledge, kindness, respect, sincerity, and helpfulness.
Adhere to the policies in place for acceptable and unacceptable returned merchandise.
Understand the products being offered on all FramesDirect.com family of websites.
Communicate with FramesDirect.com’s Ordering Department, Quality Control Lab, Customer Service and Vendor Returns concerning the status of customer order.
Communicate on-going product defects to the Product Team.