Essilor of America, Inc. (Essilor), is the leading manufacturer and wholesaler of prescription lenses in the United States. Through its subsidiary, Essilor Laboratories of America, Inc., (Essilor Laboratories), Essilor owns the largest and most comprehensive optical laboratory network in the United States. Essilor of America, Inc. (Essilor) is a subsidiary of Paris-based Essilor International, S.A., a publicly held company traded on the Euronext Paris stock exchange (Reuters: ESSI.PA).

Three key factors – research, product innovation and service to the eye-care professional – distinguish Essilor from its competitors and characterize Essilor as the world leader in ophthalmic optics. Essilor is committed to the research and development of innovative products, and the company continues to set new standards within the industry. Essilor International is the Official Worldwide Supplier of Ophthalmic Lenses to Special Olympics-Lions Club International Opening Eyes Program.

We currently have a Customer Service Supervisor career opportunity at our Minneapolis, MN location.

***PLEASE CLICK HERE TO APPLY***

POSITION PURPOSE: To lead a group of customer service representatives and dispensers that will enhance a customer's experience with Twin City Optical. To deliver world class customer care to new and existing accounts.

PRIMARY RESPONSIBILITIES:
Ø General
· Establish and maintain effective working relationship with management, co-workers, subordinates, and customers.
· Establish and develop effective communications with sales/marketing to enhance product promotions and drive business results.
· Ensure department operates within budgetary guidelines.
· Communicate customer concerns to appropriate members of management team, using judgment regarding the significance of the complaint.
· Partner with Sales staff to provide maximum effectiveness, consistency of message, and drive business results.
· Participate in twice weekly meetings of management team.
· Collect information and prepare departmental reports as necessary.
· Analyze reports, identify trends and implement process improvements as needed.Manage functionality of physical assets of department such as computers and phone system. Suggest upgrades as needed, and schedule maintenance and training as needed.
· Participate in Regional customer service activities as required.
Ø Staff
· Plan and schedule staffing to meet workload based on the amount of incoming calls, orders to be entered and credits to be processed.
· Initiate and communicate personnel actions including hiring, performance appraisals, disciplinary action, and scheduling and overtime approval.
· Coordinate sharing of labor between departments.
· Ensure superior customer service quality through enhancing the skill sets of the customer service staff.
· Establish and maintain effective training procedures for all customer service representatives.
· Ensure effective and thorough training for all new incoming representatives is conducted.
· Administer company policy and provide timely counseling as required.
· Assign or re-assign individual job duties within department as needed.
· Provide continual performance feedback to customer service representatives.
· Provide continual performance feedback to floating field dispensers.
Ø Customers
· Coordinate communications to customers such as promotional materials, informational bulletins, and event notifications. Develop communications as needed.
· Resolve escalated customer issues while balancing business needs and customer expectations.
· Interpret and ensure consistent application of established policies and procedures.
· Coordinate with Sales on planning of customer events.
· Periodic customer visits to establish and maintain close relationships and drive growth.


QUALIFICATIONS:
Ø 5 years sales or customer service experience required
Ø 3 years leadership or supervisory experience required
Ø Proven Customer Focus
Ø Working knowledge of opthalmic industry preferred
Ø Knowledge of basic optical lab operations preferred
Ø Working knowledge of effective and world class customer service practices
Ø Working knowledge of human resources concepts, practices, policies, and procedures
Ø Working knowledge of Microsoft Word and Excel to provide necessary reports to management
Ø Strong interpersonal and communication skills
Ø Strong decision-making skills
Ø Ability to work effectively with a wide range of constituencies in a diverse community
Ø Ability to foster a cooperative work environment
Ø Ability to multi-task, prioritize, organize


If you are interested in applying for this position please forward resumes to:
Sarah Veith, Human Resources
5205 Highway 169 N
Minneapolis, MN55442
PH: 763-551-2090 FAX: 763-551-2056
As the worldwide leader in the ophthalmic industry, we are dedicated to growing our business and enhancing our customers’ quality of life.