Customer Service Representative

Customer Service Representative

Brand: Essilor and Subsidiaries Location: St Louis, MO, US, 63139 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. 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. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions. 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 primary focus of this position is to act as representative of Midland Optical. To provide top quality service to our customers. Duties in this position are usually repetitive, requiring medium to high analysis and use of individual judgment. Specific duties for this position include answering phones, taking orders, assisting customers with inquiries and following through on customer inquiries.

Major Duties and Responsibilities

Perform all duties in compliance with company policies, maintaining punctuality and availability for overtime as needed. Engage in 50-100 customer interactions daily, including price quotes, order processing, adjustments, cancellations, and shipping instructions. Provide excellent written and verbal communication, ensuring positive customer experiences and driving revenue growth. Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention. Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary. Serve as a positive role model, demonstrating continuous improvement and supporting company objectives. Ensure productivity and quality standards are met to exceed customer expectations. Use courteous, professional language and work effectively within a team environment. Troubleshoot complex customer issues, manage late job lists, and communicate with internal teams to expedite solutions. Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.

Basic Qualifications

High school diploma or equivalent preferred. Previous customer service experience or relevant training. Strong communication skills, including the ability to write and comprehend short correspondence. Professional and courteous demeanor in customer interactions. Basic math proficiency and ability to multitask effectively. Strong judgment and decision-making skills. Basic proficiency in Microsoft Office (Word, Excel, Outlook). Keyboarding skills, including 10-key and typing speed of 35-40 WPM.

Preferred Qualifications

2-4 years of customer service experience. Experience in a telephone or direct customer contact role. ABO Certification