Wholesale - Customer Service Advocate (CSA)

pstrongRequisition ID: /strong930592 brstrongStore #/strong: E00843 Ops - Customer Svc - Admin Grnsb brstrongPosition:/strongFull-TimebrstrongTotal Rewards: a href=https://careers.essilorluxottica.com/content/Benefits-and-Perks/?locale=en_US target=_blank rel=noopenerBenefits/Incentive Information/a/strong/pp /ppIf you’ve worn a pair of glasses, we’ve already met./ppWe 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./ppWith a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care./ppJoin 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 FUNCTION /strong/ppThe primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry/position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal./ppstrong /strong/ppstrongMAJOR DUTIES AND RESPONSIBILITIES/strong/pulliManage customer requests via Salesforce cases to successful outcome. /liliManage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner./liliProvide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns and conduct outbound calls (Missed ETAs, Follow up requests, Back-order substitutions)  /liliPrioritize and problem solve complex customer issues and concerns. /liliProvide quality customer service by answering amp; responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner./liliConduct professional communication with customers./liliOccasional Modification of jobs to customer specifications. /liliAct as a liaison between the Lab, Customer Service, and Internal-company laboratories./liliPerform other duties within the customer service department or other areas as assigned./liliMaintain a clean and organized work environment./liliObserve all company policies, rules, and safety practices./li/ulpstrong /strong/ppstrongBASIC QUALIFICATIONS/strong/pulliHigh School education or equivalent required/lili4+ years previous related optical experience and/or training/liliData Entry knowledge/liliLab process flow knowledge  /liliTelephone/Email Etiquette/liliActive Listening /liliFamiliarity with electronic communication methods such as email, instant messaging, and chat services./liliBasic ability to add and subtract./liliUnderstand decimal numerical sequencing./liliAbility to read, write, and comprehend simple instructions, short correspondence, and memos./liliAbility to communicate effectively in a team environment./liliAbility to use professional language/conduct when communicating externally to customers./liliKeyboarding skills with the ability to do 10 keystrong./strong/liliBasic computer hardware knowledge/li/ulpstrong /strong/ppstrongPREFERRED QUALIFICATIONS/strong/pulliABO (AMERICAN BOARD OF OPTICIANRY) Certification/liliMicrosoft Office programs required (Excel, Word, etc.)/liliGmail and Google Suite of Web Based Applications/liliEclipse Order Entry experience/liliOptifacts experience/liliSalesforce.com experience/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