Customer Service Coordinator

Date: Apr 9, 2024

Brand: Essilor and Subsidiaries

Location:

Santa Fe Springs, CA, US, 90670

Requisition ID: 842573

Position: Full-Time

Shift:

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

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. Greasing the wheels behind the scenes, our people in Operations are the backbone of our Company.

GENERAL FUNCTION

The Customer Service Coordinator provides excellent customer service and resolves inquiries by effectively communicating with customers, team members, stores and vendors using all communication channels.

MAJOR DUTIES AND RESPONSIBILITIES

• Communicates effectively with all customer contacts by using excellent telephone techniques, including communicating confidence and high energy in telephone voice and adapting rate of speech and voice tone.

• Uses courteous and professional language in both verbal and written communication.

• Captures critical contact information by using excellent active listening or comprehension skills when sorting out key points to identify issue(s), as well as demonstrates customer sensitivity without creating liability on the Company’s part.

• Documents key points of every customer’s issue in department database. Provides extensive documentation for extraordinary cases. Appropriately addresses and maintains customer correspondence in department filing system.

• Handles inquiries, resolves issues and negotiates effectively with all parties. Accountable for resolving escalated issues and communicating with appropriate business partners.

• Manages call queue and group chat.

• Establishes and maintains rapport with customers by suggesting products and services to complement current needs.

• Assists with new hire training and provides coaching/mentoring.

• Attends leadership and brand meetings, as needed.

BASIC QUALIFICATIONS

• High School Diploma

• 3+ years customer service experience

• Basic optical knowledge and understanding of verbiage

• Strong written & verbal skills

• Ability to work independently

• Ability to provide high level of customer service

• Ability to multi-task

• Ability to negotiate resolutions

• MS Office

PREFERRED QUALIFICATIONS

• Associates degree

​Pay Range: 19.56 - 28.03

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 Luxottica Ethics Compliance Hotline at 1-888-887-3348 (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.

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Nearest Major Market: Los Angeles

Job Segment: Supply Chain, Supply, Ophthalmic, Operations, Healthcare