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Client Care Specialist
3 months ago
Position:Full-Time
EssilorLuxottica stands as a global frontrunner in the design, production, and distribution of eyewear products, including ophthalmic lenses, frames, and sunglasses. Our organization unites the expertise of two industry trailblazers, one specializing in advanced lens technologies and the other in the artistry of renowned eyewear, forming a vertically integrated enterprise that is uniquely equipped to meet the evolving vision needs of consumers worldwide.
With a workforce exceeding 180,000 dedicated individuals across 150 countries, we drive our iconic brands forward. Our team members are innovative, entrepreneurial, and recognized for their distinct perspectives and individuality. Devoted to enhancing vision, we empower individuals to "see more and be more" through our cutting-edge designs, exceptional quality, and advanced processing techniques. Each day, we transform the lives of millions by altering the way they perceive the world.
Our distinctive business model and unwavering commitment to operational excellence guarantee that consumers everywhere have access to our products. By balancing speed, efficiency, and accessibility, we manage a global supply chain utilizing state-of-the-art technology, centralizing frame production while maintaining a localized network for lens finishing and prescription laboratories. Our Operations team is the backbone of our organization, ensuring seamless functionality behind the scenes.
GENERAL FUNCTION
We are in search of a dedicated and meticulous Customer Service Representative (Returns) whose primary focus is to address the needs of our clientele. This role is integral to the EssilorLuxottica Ecommerce portfolio. We continuously seek qualified eye care professionals to assist in fulfilling our mission of enhancing our customers' eye care experiences. Optical experience is REQUIRED for this position. The Customer Returns Associate will manage the processing of both plano and prescription returns while adhering to our established policies regarding returns and warranties. This position reports directly to the Operations Manager.
MAJOR DUTIES AND RESPONSIBILITIES
- Handle customer inquiries via a phone queue system.
- Process returns for plano and prescription products.
- Accurately identify and calculate discount amounts, re-stocking fees, and promotional code values.
- Inspect all returned products for defects and/or incorrect prescriptions.
- Facilitate, track, and expedite customer orders upon request.
- Communicate order status and policies effectively to customers.
- Provide exemplary customer service with knowledge, kindness, respect, sincerity, and helpfulness.
- Adhere to policies regarding acceptable and unacceptable returned merchandise.
- Understand the product offerings across all family of websites.
- Collaborate with the Ordering Department, Quality Control Lab, Customer Service, and Vendor Returns regarding customer order status.
- Report ongoing product defects to the Product Team.
- High School Diploma or equivalent.
- 1+ year of Optical experience is REQUIRED for this position.
- Experience with a Lensometer.
- Effective communication skills with individuals at all levels.
- Proficient in MS Office software programs including Excel, Word, and Outlook.
- Intermediate math skills for calculating discounts and re-stocking fees.
- Associates Degree preferred.
- 3+ years' experience in Optical Sales and Customer Service.
EssilorLuxottica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy, genetic information, or any other characteristics protected by law.
