Customer Service Rep II (1st Shift)Date: Jun 6, 2024Brand: Essilor and SubsidiariesLocation:Pittsfield, MA, US, 1201Requisition ID: 849191Position: Full-TimeWe 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 FUNCTIONThe primary focus of this position is to act as a representative of our company to provide top quality service to our customers. Duties in this position are usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include answering phones and following through on customer inquiries. Supervision ranges from close to general.MAJOR DUTIES AND RESPONSIBILITIESAll duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular, prompt attendance and availability for overtime as needed:
Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or redo’s, technical questions, and conduct outbound calls.
Prioritize and problem solve complex customer issues and concerns.
Manage Customer late lists, moving late jobs through lab and communicating with customers.
Investigate and troubleshoot shipping and delivery concerns.
Act as a liaison between the lab and inter-company laboratories.
The tasks of this position generally requires duties to be performed by:
Frequently lift and move up to 20 lbs to waist height unaccompanied.
Regularly sit for duration of shift.
Use of close vision, color vision, depth perception and ability to adjust focus.
Safety and Ergonomic Requirements:
Must practice safe work practices at all times and report any unsafe conditions immediately.
Required to wear the appropriate PPE while in the laboratory, including but not limited to safety eyewear and enclosed shoes.
Attend and participate in all required safety trainings.
Follow all Lock Out/Tag Out procedures as required for both authorized and affected users.
Participate in daily ergonomic stretches and follow all ergonomic requirements of the position.
Follow all personal dress requirements according to the established dress code and safety requirements.
BASIC QUALIFICATIONS
High School education or equivalent preferred
Previous related experience or training
Ability to read and comprehend simple instructions, short correspondence, and memos
Ability to write short correspondence
Ability to communicate effectively in a team environment
Ability to use professional language/conduct when communicating externally to customers
Basic math abilities
Ability to multi-task and prioritize
Demonstrate good judgment and decision-making skills
Basic understanding of the Microsoft Office programs including Microsoft Word, Microsoft Excel, and Outlook
Keyboarding skills with the ability to 10 key and type 35-40 WPM
ABO Certified preferred
PREFERRED QUALIFICATIONS
2-4 years previous related experience and/or training
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 EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email [email protected]. 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.Job Segment: Supply Chain, Supply, Ophthalmic, Operations, Healthcare