Walman- Customer Service/Project Manager

Requisition ID: 868234 
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, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

The Manger of Customer Service Order Resolution develops and implements error reduction initaives and is responsible for the daily operations of the Order Error Resolution Department. Champions the cause of customer satisfaction by driving error solution requirements and order data to other areas of the company to persuade and impact decisions. Works with the brands, field associates, Rx Manufacturing, IT, Third Party Rx Manufacturing Vendors and other key functional areas to analyze the impact of new initiatives and resources, support those initiatives and customers. 

MAJOR DUTIES AND RESPONSIBILITIES

• Develops and implements support plans for overall department operations to meet service level objectives and metrics with responsibility for successful day-to-day operations.
• Manages employee teams; recruits, drives engagement, coaches, and develops staff.
• Facilitates appropriate performance management actions.
• Conducts effective workforce planning activities and makes appropriate recommendations regarding individual career development.
• Evaluates and provides recommendations to leadership regarding staffing needs to meet service level objectives and metrics.
• Builds and maintains effective relationships with internal stakeholders.
• Successfully leads strategic projects of a moderate to difficult and complex nature both within Rx Operations and across select Luxottica Retail organizations.
• Pursues and resolves brand complaints.
• Develops ,recommends and implements support plans for new business channels, negotiating with business units any resources needed to implement these support plans.
• Identifies, recommends and implements new technology solutions that ensure our ability to meet department and company business goals.
• Responsible for department service volume forecasts based on historical and real-time data.
• Provides strategic guidance as it relates to change processes, manages the Service Level Agreement (SLA) process, and removes obstacles.
• Responsible for supporting order issue/supervisor resolution duties.
• Addresses unresolved customer concerns and encourages a “customer first” approach to problem resolution.
• Takes escalated errors and assists when error volume/order keying is extremely high.

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent experience
• 5+ years of business experience
• 1+ year(s) of proven success in leading, managing and inspiring teams or individuals
• Strong analytical and problem solving skills
• Strong ability to form relationships and partnerships across multiple levels of management
• Strong negotiation skills
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint, MS-Project, Access & Outlook)
• Ability to learn new software and systems

PREFERRED QUALIFICATIONS

• MBA or other advanced degree
• 5+ years in a high volume call center, addressing customer questions or resolving customer issues
• Experience representing sales and support organizations across multiple business segments, brands, or business units
• Proven ability to successfully negotiate support processes, support tool requirements, services, and offerings
• In-depth level of knowledge of all call center processes and procedures

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.