Requisition ID: 844945 
Store #: EC0292 HW - Ops and Cust Svc -HWDRUM 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

Recognized as an industry leader in assistive technology, HumanWare's mission is to develop solutions that enable people living with a visual impairment and vision loss to develop their potential and maintain their autonomy.

From electronic magnifiers to talking GPS to braille devices, our products have helped more than a million people worldwide to see things differently and gain independence. With over 150 employees, our multidisciplinary approach is supported by our teams in electronics, mechanical and software engineering, operations management, manufacturing and logistics, sales and marketing, customer experience and administration. Founded in 1988, HumanWare is a Canadian company with international reach, and has been part of the EssilorLuxottica group since 2013. Looking to make a difference?

GENERAL FUNCTION

Primarily responsible for frontline customer interface through phone, email, fax, web-based inquiries and orders. Promote customer satisfaction and issue resolution through a customer-oriented, solutions-based approach as directed by the Customer Relations Manager.

MAJOR DUTIES AND RESPONSIBILITIES

• Answering incoming calls and written requests for information from customers promptly and accurately, within Service Level Agreement as set and modified by the CRM.
• Composes routine and non-routine correspondence to answer customer inquiries that require a written response.
• Coordinate with other departments to ensure timely and appropriate responses.
• Educate others on HumanWare product, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
• Works with minimal supervision.
• Coordinate the order fulfillment process for all customers to include: customer forecast management, sales order entry, finished goods inventory control, service performance statistical analysis, and expediting shipments.
• Receive, edit and process orders through phone, e-mail or written inquiries from customers, reps and field personnel regarding price, delivery, order placement, order status, product information, expedite action and required changes and make changes necessary to facilitate shipments.
• Research and resolve order discrepancies. Take corrective action and process replacement orders when necessary.
• Assist Accounting Department in resolving disputes on invoices and charge backs.
• Maintain current files on product literature, pricing, deals and promotions to ensure appropriate prices and item numbers are applied on orders.
• Create spreadsheets and reports for various department activities.
• Mail product literature to customers upon request.
• Cross-trained to support other related department activities.
• Performs other related duties as directed.

BASIC QUALIFICATIONS

• Bilingual (English French)
• High school diploma or GED
• 2 years member/customer service

PREFERRED QUALIFICATIONS

• Requires High school diploma or GED

• 2 years member/customer service experience, or equivalent combination of education and experience.
• Act as a leader in issue resolutions.
• Demonstrates a commitment to provide superior customer service.
• Effective communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the phone.
• Is aware of own strengths and weaknesses. Is open to developmental feedback
• Strong analytical thinking and problem solving skills.

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.