Customer Service Representative

3 weeks ago

Minneapolis, Minnesota, United States EssilorLuxottica Full time
Company OverviewSince 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you'll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

With a first-class total rewards package and a competitive bonus and/or commission plan, you can thrive in a fast-paced environment that offers opportunities for growth and development. Job SummaryThe Customer Service Representative - Order Fulfillment Specialist is responsible for building and maintaining customer and vendor relationships and to manage request for quotations, stock orders, returns and purchase orders, and coordinating with other departments to provide the best possible service to the customer. Key Responsibilities
  • Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
  • Achieve and maintain a rapport with customers and work to give them the best possible service.
  • Responsible for receiving, sorting, cleaning, and repackaging overstock and defective lenses, frames and accessories to be returned to various vendors. This includes using lens cleaner and Goo Gone to ensure product meets the conditions of manufacturer's return policy. Generate proper documentation for product return.
  • Assist in the assembly, packaging, premium inclusion and marking of frames for the monthly auto-kit mailings for our divisions. Maintain the customer lists of those accounts participating in these auto-ship mailings.
  • Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders. Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly
  • Work closely with vendors when placing orders, retrieving order status information and follow-up on customer quotations and delivery information
  • Ability to troubleshoot when confronted with problems or questions from co-workers and/or customers.
  • Understand and communicate company policies, procedures, promotions, and negotiate in a diplomatic and cordial manner.
  • Sort and deliver mail to inter-department personnel on a rotating basis. Also, responsible for mid-day dept. computer back-up on assigned week and performs end-of-day close-out daily.
  • Must be self-motivated to cross-train and learn other duties and responsibilities of the department.
  • 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. Perform an acceptable quantity and quality of work on time as required.
  • Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or sponsored training meetings when necessary.
  • Perform other duties as assigned.
Basic Qualifications
  • High school diploma, GED or equivalent experience
  • 1+ year(s) 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
  • Strong verbal and written communication skills
  • Good organizational skills, orientation to detail and numerical accuracy
  • Basic PC skills including MS Office; Word and Excel
  • Ability to lift/move up to 40 pounds
Estimated Salary: $45,000 - $60,000 per year, depending on location and experience. With a competitive bonus and/or commission plan, you can earn up to $80,000 per year. BenefitsWe offer a comprehensive benefits package, including health care, retirement savings, paid time off/vacation, and various employee discounts. Equal Employment OpportunityWe are 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 (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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