WHO WE ARE
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.
JOB SCOPE AND MAIN RESPONSIBILITIES:
Provide general and technical advice to customers as required either over the telephone or email. Process customer orders, answer and resolve enquiries, queries and complaints whilst maintaining a professional manner at all times.
AREAS OF RESPONSIBILITES AND RELATED ACTIVITIES:
1. Input telephone lens orders
2. Inform customers of delays and stock issues
3. Resolving glazing, uncut queries and EDI issues
4. Offer advice on lenses
5. Answer general enquiries on promotions
6. Recieve and make telephone calls
7. Liaise with sales force
8. Work in dispatch function when required
9. Log and record CS KPI targets
10. Expedite urgent orders using CRM expeditor function
11. Order point of sale/instrument parts using AS400
12. Resolve technical issues using help desk function if necessary
13. Contact account managers with any account related issues
HEALTH & SAFETY / ENVIRONMENTAL RESPONSIBILITIES
14. Work in line with duty of care to self/others and ensure H&S guidelines are followed in line with company policy
15. Protect the H&S of visitors/contractors/external provides on site and ensure relevant guidelines are met
16. Bring attention to hazards, risks, concerns, accidents or near misses
17. Comply with any local PPE requirements
18. Work in line with environmental and energy policies
19. Ensure visitors/contractors/external providers meet relevant environment procedures while on site
20. Bring attention to environmental hazarsd, risks and concerns
NETWORK OF INTERACTION
INTERNAL:
21. Customer service team
22. Production department
EXTERNAL:
23. Customers and visitors
TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE
ESSENTIAL:
24. Customer focused with excellent phone manner
25. Excellent PC and administration skills
26. Good communication
27. Attention to detail
28. Previous customer service experience
DESIRABLE:
29. Knowledge of working alongside or in a manufacturing environment
30. Understanding of optical principles
CANDIDATE PROFILE
ESSENTIAL:
31. GCSE level or equivalent standard of education
32. Fluent written and spoken English