Customer Experience Rep

Requisition I D: 929362 
Store #:  EC0585 Dart Cust Svc-ESSDAM 
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

Project a professional image of the company, build a trusting relationship with customers and increase their level of satisfaction with the quality of services offered. This role working hours are from Monday to Friday from 8:30 am to 5:00 pm. The Customer experience representative position is a full-time position.

MAJOR DUTIES AND RESPONSIBILITIES  

• Answer questions from our customers with regard to our products and offer technical support;
• Contact customers to inform them of any changes to their order or if there are further delay and to offer a solution;
• Advise customers on Essilor Group products and suggest an alternative or corresponding product if an item is out of stock;
• Do follow-ups with customers when changes affect the promised service;
• Work in close collaboration with the sales team;
• Provide adequate information to internal and external customers with the help of computer tools and software;
• Manage customer files using internal tools (WIP) and monitor their late orders;
• Maintain Frame Status change and Frame Return file;
• Follow up on customer complaints;
• Daily management of service-level reports.

QUALIFICATIONS  

• High school diploma;
• 3 to 5 years of experience in a similar position;
• Good analytical and problem-solving skills;
• Detail oriented;
• Ability to work in a fast-paced environment with limited supervision
• Must be able to multi-task;
• Knowledge of Microsoft Office tools and Gmail;
• Experience in Optics an asset ;
• Experience in Edging & Mounting an asset;
• Good communication skills;
• Quick learner;
• Team player and ability to interact with other departments;
• Good English language skills – both written and spoken.

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 Show phone number (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 careers.essilorluxottica.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.