Customer Care Specialist

Requisition ID: 938410
Store # : E05388 Customer Satisfaction PHXA
Position: Full-Time
Total Rewards: Benefits/Incentive Information

If you've worn a pair of glasses, we've already met.

We 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.

With 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.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

JOB DESCRIPTION

GENERAL FUNCTION

The Customer Care Specialist provides advances customer service support for customer issues requiring additional research and coordination beyond frontline agents. Based in the optical production laboratory, this role works closely with Customer Service and Lab Operations to investigate order issues, support delayed orders, and help facilitate an accurate and efficient production flow. This position requires knowledge of optical products and lab processes, strong problem-solving skills, attention to detail, and the ability to work collaboratively to deliver a positive customer experience.

MAJOR DUTIES AND RESPONSIBILITIES

Customer Escalation Management

• Support the resolution of complex and escalated customer issues
• Review assigned cases to determine appropriate production, quality, or workflow actions
• Communicate with customers as needed to provide status updates, timelines, and resolution information
• Document customer interactions and maintain detailed records in the CRM platform
• Assist in resolving customer issues within established service standards

Lab & Production Coordination

• Work directly on the production floor to research delayed or problematic orders
• Identify contributing factors to late or stalled jobs and coordinate appropriate next steps
• Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to support issue resolution
• Collaborate with lab teams (Quality, Frame, Surfacing, Finishing, Shipping) to help ensure accurate and timely order completion

Production Workflow Monitoring & Reporting

• Maintain daily tracking and reporting of escalated jobs
• Monitor progress of escalated orders and communicate potential risks or delays to customers and internal partners
• Participate in daily production meetings to discuss priorities and issue statuses
• Share observations regarding recurring issues or workflow concerns

Customer Experience & Process Improvement

• Identify recurring customer or production issues and communicate trends to leadership
• Support quality assurance efforts by reporting defects or delays that impact service timelines
• Assist with root-cause analysis through accurate data collection and documentation
• Participate in continuous improvement initiatives focused on process efficiency and customer experience

Standard Customer Service Support

• Support with customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews
• Educate customers on products, ordering procedures, and company policies

BASIC QUALIFICATIONS

• Bachelor's degree in Business Administration or related field
• 3+ years of customer service or call center experience
• 2+ years of optical experience (customer service, lab operations, or related)
• Basic understanding of optical lab workflows
• Experience with CRM platforms and telephony systems
• Strong communication skills with a customer-focused approach

This 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.

EssilorLuxottica 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 View phone number on click.appcast.io (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email View email address on click.appcast.io.

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.