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Thread: Customer Service Representative, Essilor of America

  1. #1
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    Join Date
    Jul 2009
    Dallas, TX
    Lens Manufacturer

    Customer Service Representative, Essilor of America

    Essilor of America, Inc. (Essilor), is the leading manufacturer and wholesaler of prescription lenses in the United States.

    We currently have a Customer Service Representative career opportunity at our Lenexa, Kansas location.

    Position Summary: The primary focus of this position is to act as the single point of contact on a day-to-day basis for all internal and external customers by utilizing in-depth knowledge of company products and services as well as strong customer relationships to increase customer retention and drive business growth. Duties in this position are usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include answering phones and following through on customer inquiries. Supervision ranges from close to general.

    Essential Duties:
    All duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular, prompt attendance and availability for overtime as needed:
    • Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or redo’s, technical questions, and conduct outbound calls.
    • Prioritize and problem solve complex customer issues and concerns.
    Other Duties:
    • Manage Customer late lists, moving late jobs through lab and communicating with customers.
    • Investigate and troubleshoot shipping and delivery concerns.
    • Act as a liaison between the lab and inter-company laboratories.
    • Perform other duties within the customer service department or other areas as assigned.
    • Maintain a clean and organized work environment.
    • Observe all company policies, rules, and safety practices.
    Physical Demands: The tasks of this position generally requires duties to be performed by:
    • Frequently lift and move up to 20 lbs to waist height unaccompanied.
    • Regularly sit for duration of shift.
    • Occasionally required to walk, stand, stoop, climb, or balance.
    • Coordinated use of hands and fingers to grasp, feel objects, transfer small items from one hand to another, fine manipulation, and bilateral reach with arms.
    • Use of close vision, color vision, depth perception and ability to adjust focus.
    Work Environment: • Fast paced, office environment.
    • Regularly work with others.
    • The noise level in the office is generally quiet.
    Safety and Ergonomic Requirements: • Must practice safe work practices at all times and report any unsafe conditions immediately.
    • Required to wear the appropriate PPE while in the laboratory, including but not limited to safety eyewear and enclosed shoes.
    • Attend and participate in all required safety trainings.
    • Follow all Lock Out/Tag Out procedures as required for both authorized and affected users.
    • Participate in daily ergonomic stretches and follow all ergonomic requirements of the position.
    • Follow all personal dress requirements according to the established dress code and safety requirements.
    Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • High School education or equivalent preferred.
    • 2-4 years previous related experience and/or training required.
    Language Ability
    • Ability to read and comprehend simple instructions, short correspondence, and memos.
    • Ability to write short correspondence.
    • Ability to communicate effectively in a team environment.
    • Ability to use professional language/conduct when communicating externally to customers.
    Math Ability
    • Basic ability to add and subtract.
    • Understand decimal numerical sequencing.
    Reasoning Ability
    • Ability to multi-task and prioritize.
    • Demonstrate good judgment and decision making skills.
    Computer Skills
    • Basic understanding of the Microsoft Office programs including Microsoft Word, Microsoft Excel, and Outlook.
    • Keyboarding skills with the ability to 10 key and type.
    Certificates and Licenses
    • ABO Certified preferred.

    Last edited by Christina Cady; 04-14-2016 at 09:16 AM. Reason: location

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