Customer Service Coordinator

General Function

The Customer Service Coordinator is responsible for building and maintaining customer and vendor relationships and to manage requests for quotations, stock orders, returns, and purchase orders, coordinating with other departments to provide the best possible service to the customer.

Major Duties and Responsibilities

• Fully coordinate the ordering, assembly, packaging, premium inclusion, and marking of frames for the monthly auto-kit mailings for our divisions. Maintain the customer lists of those accounts participating in these auto-ship mailings.
• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a rapport with customers and work to give them the best possible service.
• Use a PC to retrieve customer information, stock status information, and status of orders, and make changes to customer orders. Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly.
• Use Microsoft Office regularly to make spreadsheets, write memos, and communicate with customers and other branches using e-mail.
• Able to troubleshoot when confronted with problems or questions from co-workers and/or customers.
• Must be cross-trained in all areas of the department and able to fill in for anyone in lieu of vacation or illness.
• Write documentation for all areas of the department, keeping it up to date with new DVI programs, new PC programs, and new responsibilities.
• Sort and deliver mail to inter-department personnel on a rotating basis. Also responsible for mid-day dept. computer back-up on assigned weeks.
• Understand and communicate company policies, procedures, promotions, and contracts in a diplomatic and cordial manner.
• Maintain work area in a neat, clean, and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others to keep work current, meet deadlines, or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude. Perform an acceptable quantity and quality of work on time as required.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or sponsored training meetings when necessary.
• Perform other duties as assigned.

Basic Qualifications

• High school diploma, GED, or equivalent experience
• 3+ years of experience in customer service, hospitality, or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Ability to perform all clerical and computer functions in support of the lab operations and support of sales and marketing
• Strong verbal and written communication skills
• Good organizational skills, orientation to detail, and numerical accuracy
• Good PC skills including MS Office, Outlook, Word, and Excel
• Ability to lift/move up to 40 pounds

Preferred Qualifications

• Optical knowledge will be considered a preferred qualification

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, complementing a first-class total rewards package.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.

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, genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.