Supervisor - Customer Service

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

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. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

The Customer Service Supervisor is responsible for supervising and training employees and managing the Office/Customer Service area of the lab to a high level of efficiency while maintaining attendance and a high level of engagement in the department.

Major Duties And Responsibilities

• Demonstrate high competency in all office and customer service duties, including the laboratory operating software system. Manage activities to achieve high-quality output and service standards.
• Maintain close association with accounts and address product information issues and Rx service. Render decisions to accounts on matters of company sales/service policies and procedures
• Interpret work ticket instructions and troubleshoot production problems within area of responsibility to ensure production quality and service levels.
• Manage and train employees and ensure timely performance reviews, proper documentation of performance issues and a motivating work environment.
• Effectively communicate with all levels of the organization to ensure understanding and the proper application of company policies, practices and procedures.
• Assist and participate in the planning of State and Local Conventions.
• Continually review and suggest process improvements to simplify jobs, eliminate non-value-added tasks and reduce costs.
• Act as a role model and clearly communicate organizational goals and foster a motivating and collaborative work environment.
• 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.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or supervisory training classes offered locally and suggested by the lab or higher management.
• Perform other duties as assigned.
  
  

This position requires exposure to one or more hazardous substances/chemicals which requires safety training

Basic Qualifications

• high school diploma, GED or equivalent work experience
• 4 years of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Ability to perform all clerical and computer functions in support of the lab operations
• Knowledge of Digital Vision Inc. (DVI) optical manufacturing software
• Strong verbal and written communication skills and ability to manage internal and external customers
• Ability to lift/move up to 25 pounds
  
  

Preferred Qualifications

• Previous supervisory experience is a plus
  
  

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.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, 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.