Customer Care Specialist

Customer Care Specialist

Brand: Essilor and Subsidiaries Location: Phoenix, AZ, US, 85040 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.

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