Customer Service Representative - Returns (Frames Direct)

Requisition ID: 867235 
Position:Full-Time

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
 

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

GENERAL FUNCTION

We are looking for a committed, conscientious Customer Return Associate whose priority is taking care of the needs of our customers. We are constantly seeking qualified eye care professionals to assist us in carrying out our mission to enhance our customers' eye care experience. The Customer Returns Associate will be responsible for processing both plano and prescription returns and adhering to our policies regarding returns and warranties.

MAJOR DUTIES AND RESPONSIBILITIES

• Responsibilities include, but are not limited to:
• Answer customer calls through the Customer Returns phone queue.
• Process orders for plano and prescription products that are being returned.
• Correctly identify and calculate discount amounts and promotional code values.
• Utilize frame and lens evaluations to identify returned products for defects and/or incorrect prescriptions.
• Place, track and expedite customer orders if requested by the customer.
• Communicate order status and polices 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.
• Know and understand the products being offered on all FramesDirect.com family of websites.
• Maintain a good working relationship and effective communication with other employees.
• 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.

BASIC QUALIFICATIONS

• High school diploma with 2 years post graduate education preferred.
• Minimum of 3 years’ experience in Optical Sales and Customer Service.
• Optical experience is required in 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, etc.

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. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name 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.