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EssilorLuxottica · 4 days ago

Representative - Customer Service

Traverse City, MI

Full-time

Onsite

Entry Level

1+ years exp

EssilorLuxottica is a global leader in the design, manufacture and distribution of vision care products. The Customer Service Representative is responsible for building and maintaining customer and vendor relationships, managing requests for quotations, stock orders, returns, and purchase orders, and coordinating with other departments to provide excellent service to customers.

EyewearHealth CareProduct Design

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

Qualification

Customer service experienceVerbal communication skillsWritten communication skillsBasic PC skillsOrganizational skillsTelephone etiquetteDetail orientationTeam cooperation