Customer Service Representative(1st Shift)

Date: May 16, 2024

Brand: Essilor and Subsidiaries

Location:

Syracuse, NY, US, 13224

Requisition ID: 846848

Position: Full-Time

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

We are looking for a committed, conscientious Customer Service Representative (Returns), whose priority is taking care of the needs of our customers. This role supports FramesDirect.com and is apart of the EssilorLuxottica Ecommerce portfolio. We are constantly seeking qualified eye care professionals to assist us in carrying out our mission to enhance our customers' eye care experience. Optical experience is REQUIRED in this position. The Customer Returns Associate will be responsible for processing both plano and prescription returns and adhering to our policies regarding returns and warranties. This position reports to the Operations Manager.

MAJOR DUTIES AND RESPONSIBILITIES

• Answer customer calls through a phone queue process.

• Process orders for plano and prescription products that are being returned.

• Correctly identify and calculate discount amounts, re-stocking fees and promotional code values.

• Inspect all inbound customer returned products for defects and/or incorrect prescriptions.

• Place, track and expedite customer orders if requested by the customer.

• Communicate order status and policies to customers.

• Provide appropriate customer service to customers with knowledge, kindness, respect, sincerity, and helpfulness.

• Adhere to the policies in place for acceptable and unacceptable returned merchandise.

• Understand the products being offered on all FramesDirect.com family of websites.

• Communicate with FramesDirect.com’s Ordering Department, Quality Control Lab, Customer Service and Vendor Returns concerning the status of customer order.

• Communicate on-going product defects to the Product Team.

BASIC QUALIFICATIONS

• High School Diploma or equivalent.

• 1+ year of Optical experience is REQUIRED for this position.

• Experience using a Lensometer.

• Must be able to communicate effectively with people at all levels.

• Must be computer literate with all MS Office software programs including Excel, Word, and Outlook.

• Intermediate math skills for calculating discounts, re-stocking fees, etc.

PREFERRED QUALIFICATIONS

• Associates Degree preferred.

• 3+ years’ experience in Optical Sales and Customer Service.

​Pay Range: 15.46 - 22.00

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 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: Syracuse

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