Supervisor Customer Service

Requisition ID: 929692 
Store #: E00858 Ops - Customer Svc - Admin FIELD 
Position: Full-Time 
Total Rewards: Benefits/Incentive Information

Since 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, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION
Supervise employees and manage the Office/Customer Service/Consultation functions to a high level of efficiency. Responsible for training and monitoring employees’ activities, scheduling vacation and employee hours, and maintaining attendance and morale within the department.

MAJOR DUTIES AND RESPONSIBILITIES

• Demonstrate and perform all aspects of customer service, administrative, and consulting duties with high competency.
• Conduct hiring and termination interviews for customer service, consultation, and credit department roles.
• Develop personnel through internal training and external education opportunities.
• Travel as necessary to support business objectives.
• Maintain close relationships with accounts and address product information and Rx service issues. Make decisions on matters relating to company sales/service policies and procedures.
• Work with leadership to develop and implement consistent, practical, and cost-effective policies for warranties and pricing.
• Interpret work ticket instructions for all tasks within the area of responsibility.
• Troubleshoot production problems related to product traceability, expedites, or recovery needs to ensure customer satisfaction.
• Collaborate with marketing and sales teams to share data from customers for market research, customer feedback, post-market surveillance, technical feedback, and trends. Support product development, launches, and selling activities.
• Manage Customer Service Representatives, Consultants, and X-Cel’s local financial, credit, and AP/AR functions.
• Develop metrics, procedures, and policies to govern the department’s functions.
• Conduct timely performance reviews, document performance issues, and foster a motivating work environment.
• Communicate effectively with all organizational levels to ensure understanding and proper application of company policies, practices, and procedures.
• Maintain a neat, clean, and organized work area.
• Follow company and manufacturer policies and procedures, ensuring compliance with attendance and safety rules and regulations. Maintain confidentiality of proprietary and HIPAA-protected information.
• Assist others as needed to keep work current, meet deadlines, and maintain an even workload. Cooperate with coworkers and demonstrate a positive attitude. Ensure an acceptable quantity and quality of work is completed on time.
• Provide training, work direction, and technical guidance to less experienced coworkers. Attend in-house or Walman-sponsored training as needed, including supervisory training.
• Perform other duties as assigned.

BASIC QUALIFICATIONS

• College degree and 4 years of experience managing customer service, consulting, and office management functions, or a comparable combination of education and experience.
• Excellent verbal and telephone communication skills required.
• PC training/experience required.
• Must receive and maintain NCLE certification and have the ability to work effectively with customers.
• Travel is required as necessary.
• Must possess and maintain a valid driver’s license and insurable driving record that complies with The Walman Optical Co. Motor Vehicle Policy.

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We 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.