Sr Customer Care Specialist

Requisition ID: 918622
Store # : E05379 RXO Customer Satisfaction NCRK
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!

GENERAL FUNCTION

The Sr Customer Care Specialist serves as an escalation resource for complex customer issues that are not resolved by frontline agents. Based in the optical production laboratory, this role partners closely with Customer Service and Lab Operations to investigate technical issues, support delayed orders, and facilitate accurate and efficient production flow. The position requires strong product and lab workflow knowledge, analytical problem-solving skills, and the ability to identify contributing factors to production delays or errors, playing an important role in protecting customer satisfaction and supporting continuous improvement efforts.

MAJOR DUTIES AND RESPONSIBILITIES

Customer Escalation Management

• Act as a senior escalation resource for complex or high-priority customer issues
• Review escalated cases to identify required production, quality, or workflow actions
• Communicate with customers as needed to provide status updates, timelines, and resolutions
• Document escalation details, actions taken, and outcomes accurately in CRM systems
• Support timely resolution of cases in alignment with established service standards

Lab & Production Coordination

• Work directly on the production floor to research delayed or problematic order
• Identify contributing factors to late or stalled jobs and coordinate appropriate next steps, including rerouting or tagging orders
• 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 appropriate stakeholders
• Participate in daily production meetings to surface priorities and provide issue updates
• Share observations and feedback with process owners regarding recurring issues or workflow inefficiencies

Customer Experience & Process Improvement

• Identify recurring customer or production issues and communicate trends to leadership and process owners
• Support quality assurance efforts by escalating defects or delays that impact service timelines
• Contribute to root-cause analysis through accurate data collection and documentation
• Participate in continuous improvement initiatives focused on process efficiency, cost reduction, and service effectiveness

Standard Customer Service Support

• Perform customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews
• Educate customers on product options, ordering processes, and policies to help prevent future issues

BASIC QUALIFICATIONS

• Bachelor's degree in Business Administration or related field
• 4+ years of customer service or call center experience
• 3+ years of optical experience (customer service, lab operations, or related)
• Strong 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.