Customer Care Manager

pstrongRequisition ID: /strong917441 brstrongStore #/strong: E05387 Customer Satisfaction LEN 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 Customer Care Manager owns the customer experience within lab operations amp; is the escalation point for complex customer issues. This role bridges customer service amp; lab operations to resolve technical issues, expedite delayed orders amp; ensure efficient, accurate production flow. The role requires strong product amp; lab workflow expertise, problem-solving amp; the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction amp; driving continuous improvement./ppThis role may also lead a team, depending on lab volume, focused on day-to-day execution of escalated customer issues./ppstrongMAJOR DUTIES AND RESPONSIBILITIES/strong/ppstrongCustomer Escalation/strong/pulliServe as the escalation point for complex, high-priority customer issues; determine case next steps/liliCommunicate directly with customers to provide updates amp; resolutions/liliMaintain accurate documentation of escalations, resolutions amp; follow-up actions in CRM systems/liliOwn end-to-end case management to ensure timely resolution amp; adherence to service standards/li/ulpstrongLab amp; Production Coordination/strong/pulliInvestigate delayed or problematic orders on production floor/liliIdentify root causes of late or stalled jobs; take action as needed/liliPartner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues/liliCollaborate with lab teams to ensure accurate amp; timely resolution/li/ulpstrongProduction Workflow Monitoring amp; Reporting/strong/pulliMaintain daily reporting on escalated jobs/liliTrack progress of escalated orders amp; communicate risks or delays proactively/liliParticipate in daily production meetings to highlight priorities amp; support resolution/li/ulpstrongCustomer Experience amp; Process Improvement/strong/pulliAct as the voice of the customer by identifying recurring issues amp; advocating for workflow or quality improvements/liliContribute to root-cause analysis through accurate data capture amp; follow-up/liliSupport continuous improvement focused on work simplification, cost reduction amp; service effectiveness/liliMaintain close partnership with lab GM on customer experience issues amp; resolutions/li/ulpstrongCustomer Service Support/strong/pulliPerform customer service activities related to escalated orders/liliEducate customers on product options, ordering processes amp; policies to resolve issues/li/ulpstrongTeam Leadership/strong/pulliManage a team of Customer Care Agents/liliAssign tasks, set priorities amp; monitor daily activities/liliTrack KPIs for team performance/li/ulpstrongBASIC QUALIFICATIONS/strong/pulliBachelor’s degree in Business Administration or related field/lili6+ years of customer service or call center experience/lili4+ years of optical experience (customer service, lab operations, or related)/lili2+ years of people management experience/liliStrong understanding of lab workflows/liliCRM platforms amp; telephony systems experience/liliExcellent communication skills amp; customer-centric mindset/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