Enjoy Excellent Training, a Great Culture, Competitive Pay and Benefits, and a Set Schedule

If you combine strong customer service and communication skills with learning aptitude and the ability to excel in a fast-paced environment, the role of Customer Service Representative offers you some compelling opportunities. You will:

• Join a talented team of customer service representatives and make your mark by providing excellent service and managing a wide array of responsibilities from answering questions to processing orders to working with Shipping and other departments, problem solving, and more.
• Take advantage of strong training including equipment basics to learning our systems and processes. 
• Earn competitive pay and excellent benefits while enjoying a set day-shift schedule. You will not be required to work overtime.
• Enjoy the best of both worlds: The collaborative, small team environment at Essilor Instruments along with the strong foundation and stability of a global industry leader. 
• Become part of an organization driven by a threefold mission: Improving lives by improving sight, Innovating for better vision, and Reaching the 2.7 billion underserved.

You will support the equipment of Essilor Instruments, a leader in the development of modern solutions and technologies for eye care professionals throughout the world. Essilor Instruments is part of the Stereo Optical group, a division of Essilor of America, Inc. Essilor of America is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people, and operates the largest and most comprehensive optical laboratory network in the U.S.

Video/image: You will support finishing equipment such as Mr. Blue 2.0. Mr. Blue is the perfect solution allowing customers to work with cutting- edge technology, differentiate offerings, optimize the edging process. 

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Customer Service Representative opportunity, you will have: 

• A high school diploma or equivalent; college coursework, an associate or bachelor's degree preferred  Quick question for you - click here
• 1+ years of customer service or related experience and/or training Quick question for you - click here
• Excellent interpersonal and communication skills; ability to effectively interact with internal and external customers via phone and email
• Strong and clear verbal and written communication skills including the ability to use professional language and conduct for external communications
• Ability to effectively communicate in a team environment, both internally and to Sales and Service team members in the field
• Solid computer skills including:
  • Basic understanding of the Microsoft Office Suite programs including Word, Excel, and Outlook
  • Strong keyboarding skills with speed and accuracy 
  • Experience working with various computer systems and navigating windows
• Ability to read and comprehend simple instructions, short correspondence, and memos and write short correspondence (emails)
• Basic math skills with the ability to easily understand invoicing and billing documentation, and check for accuracy
• A motivated, proactive, self-starter mindset with the ability to work as an effective individual contributor and strong team member
• Strong organizational skills with the ability to multi-task, prioritize and pay strict attention to detail
• Good judgment and decision-making skills

You will work a Monday through Friday day shift. Currently, team members are working remotely, but when it is safe to do so, we anticipate the team will return to the office either full-time or in a hybrid (partially remote, partially in-office) capacity. Training will be in the office.

Reporting to the Director of Operations, you will act as a representative of our company, providing top-quality service to our customers. You will handle incoming and outgoing internal and external emails and phone calls, enter orders and other data in our ERP system, coordinate shipping and receiving, repair and other activities with the Chicago warehouse, and with Sales, Tech Support and customers, and more. Your essential duties will include:

• Providing quality customer service by:
  • Answering incoming customer calls and emails.
  • Responding to customer questions and/or concerns.
  • Entering orders.
  • Following up / following through on customer inquiries.
• Prioritizing and problem-solving customer issues and concerns; researching technical questions, and making follow-up calls.
• Coordinating shipping and ordering details.
• Effectively using and navigating the internal ERP system for order entry, order status, and on-hand inventory management.
• Reviewing incoming orders to ensure the correct bill of materials and installation documentation is completely and accurately recorded.
• Coordinating shipping and delivery specifics with various carriers as well as a third-party logistics company.

Additional responsibilities will include:

• Managing the delivery and timing of customer orders.
• Communicating with customers, and Sales and Service team members on the status of shipments and installation dates.
• Conducting analysis and reporting of KPIs for various strategic customer groups.
• Supporting the setup and documentation of new distributors.
• Maintaining a clean and organized work environment.
• Observing all company policies, rules, and safety practices.
• Maintaining regular, prompt attendance.
• Performing other duties within the customer service department or other areas as assigned.

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: Mr. Orange sets a simple and accessible standard for even the most difficult jobs. Whatever the finish or curvature of the lens, its wide array of functions guarantees top quality results. 

Training and development
We'll provide training to acquaint you with our equipment, culture and business. You'll support customers with a large array of optometric parts and equipment, and while you won't need to know the inner workings of that equipment, you must understand which parts go together. We'll provide all the training you'll need to thrive and excel in your role.

Great environment
Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for over 70 years. We have a strong mission, work as a collaborative team and are dedicated to providing strong service.

Truly living our values
At Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability.

Excellent benefits
We offer an exceptional mix of benefits including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

To excel in this role, you will take a proactive approach to get up to speed on our policies, processes and our products. Those who are successful in our culture are self-driven and motivated, have a pleasant attitude, sense of urgency, follow-through, and a desire to learn and contribute. They are flexible and adaptable in our growing environment, as well as reliable. In addition, to be an outstanding Customer Service Representative, you will:

• Bring outstanding communication skills to customers, as well as, internal interactions
• Provide quality service including de-escalating more challenging calls and maintaining a positive approach even when under stress
• Achieve goals independently and also contribute as a team player
• Pay strong attention to fine details, such as equipment serial number and other data
• Follow up and follow through in a timely, responsive manner
• Demonstrate patience and think creatively and logically when solving problems
• Manage multiple tasks and priorities effectively
• Effectively handle change and workflow in our high-volume, high-growth environment
• Bring a commitment to our mission and goals