Customer Service Rep II

Requisition ID: 865701 
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 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. Greasing the wheels behind the scenes, our people in Operations are the backbone of our Company.

• GENERAL FUNCTION

  The primary responsibility of this position is to represent the company by providing exceptional service to our customers. This role involves routine tasks that require strong analytical skills and independent judgment. Key responsibilities include answering phone calls and emails, effectively following up on customer inquiries, and coordinating with the warehouse to ensure smooth and timely order fulfillment. Supervision will range from close oversight to general guidance.

  MAJOR DUTIES AND RESPONSIBILITIES

  • Provide exceptional customer service via phone and email, addressing inquiries and processing orders efficiently.
  • Input and manage all incoming orders in the Order Management System.
  • Ensure accurate order processing by utilizing essential customer information.
  • Monitor inventory status and communicate updates using Oracle, PKMS, and web-based applications.
  • Resolve delivery inquiries and provide proof of deliveries as needed.
  • Uphold Essilor of America’s policies and procedures while supporting internal and external customers.
  • Collaborate with Distribution Centers on special handling of orders.
  • Maintain knowledge of corporate structure to direct customers effectively.
  • Utilize corporate tools to resolve customer requests and issues.
  • Stay informed about new products and promotions to enhance service.
  • Meet performance benchmarks in the Annual Performance Review Process.
  • Represent the company professionally and embody core values.
  • Complete administrative tasks and reports accurately and on time.
  • Assist with additional duties or special projects as needed.

  EDUCATION AND BASIC QUALIFICATIONS

  • High School education or equivalent preferred
  • Minimum of 2 years of experience in customer service or call center roles.
  • At least 2 years of order management and data entry experience, preferably with Oracle or similar systems.
  • High level of accuracy in 10-Key and data entry skills.
  • Proficient in PC applications, including Microsoft Excel, Word, and Outlook, with strong general computer navigation abilities.
  • Ability to work a hybrid schedule within designated hours, including both in-office and remote days as assigned by management.
  • Strong interpersonal skills, demonstrating flexibility and adaptability
  • Excellent organizational skills, capable of managing detailed work in a fast-paced setting.

  PREFERRED QUALIFICATIONS

  • Proven ability to multitask and retain knowledge of a diverse range of products and item codes, while effectively managing interruptions.
  • Proactively take on tasks and responsibilities.
  • Exceptional customer service skills, demonstrated through effective verbal communication and interpersonal interactions.

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.