Supervisor Customer Service

pstrongRequisition I/strongstrongstrongD/strong: /strong929692strong brStore #: /strongE00858 Ops - Customer Svc - Admin FIELD brstrongPosition/strong: Full-Time brstrongTotal Rewards: a href=https://careers.essilorluxottica.com/content/Benefits-and-Perks/?locale=en_US target=_blank rel=noopenerBenefits/Incentive Information/a/strong/pp /ppSince 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./ppAs a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision./ppWalman is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. a href=https://www.linkedin.com/company/essilorluxottica/posts/?feedView=allDiscover more by following us on LinkedIn!/a/ppstrongGENERAL FUNCTIONbr /strongemSupervise employees and manage the Office/Customer Service/Consultation functions to a high level of efficiency. Responsible for training and monitoring employees’ activities, scheduling vacation and employee hours, and maintaining attendance and morale within the department./em/ppstrongMAJOR DUTIES AND RESPONSIBILITIES/strong/pulliDemonstrate and perform all aspects of customer service, administrative, and consulting duties with high competency./liliConduct hiring and termination interviews for customer service, consultation, and credit department roles./liliDevelop personnel through internal training and external education opportunities./liliTravel as necessary to support business objectives./liliMaintain close relationships with accounts and address product information and Rx service issues. Make decisions on matters relating to company sales/service policies and procedures./liliWork with leadership to develop and implement consistent, practical, and cost-effective policies for warranties and pricing./liliInterpret work ticket instructions for all tasks within the area of responsibility./liliTroubleshoot production problems related to product traceability, expedites, or recovery needs to ensure customer satisfaction./liliCollaborate with marketing and sales teams to share data from customers for market research, customer feedback, post-market surveillance, technical feedback, and trends. Support product development, launches, and selling activities./liliManage Customer Service Representatives, Consultants, and X-Cel’s local financial, credit, and AP/AR functions./liliDevelop metrics, procedures, and policies to govern the department’s functions./liliConduct timely performance reviews, document performance issues, and foster a motivating work environment./liliCommunicate effectively with all organizational levels to ensure understanding and proper application of company policies, practices, and procedures./liliMaintain a neat, clean, and organized work area./liliFollow company and manufacturer policies and procedures, ensuring compliance with attendance and safety rules and regulations. Maintain confidentiality of proprietary and HIPAA-protected information./liliAssist others as needed to keep work current, meet deadlines, and maintain an even workload. Cooperate with coworkers and demonstrate a positive attitude. Ensure an acceptable quantity and quality of work is completed on time./liliProvide training, work direction, and technical guidance to less experienced coworkers. Attend in-house or Walman-sponsored training as needed, including supervisory training./liliPerform other duties as assigned./li/ulpstrongBASIC QUALIFICATIONS/strong/pulliCollege degree and 4 years of experience managing customer service, consulting, and office management functions, or a comparable combination of education and experience./liliExcellent verbal and telephone communication skills required./liliPC training/experience required./liliMust receive and maintain NCLE certification and have the ability to work effectively with customers./liliTravel is required as necessary./liliMust possess and maintain a valid driver’s license and insurable driving record that complies with The Walman Optical Co. Motor Vehicle Policy./li/ulpThis posting is for an existing vacancy within our business. 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./pp /ppEssilorLuxottica 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 a href=mailto:HRCompliance@luxotticaretail.comHRCompliance@luxotticaretail.com/a./pp /ppWe 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./p