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Wholesale - Customer Service Manager (Prescription)

Date: 
Brand:  Luxottica Wholesale North America
Location: 

Port Washington, NY, US, 11050

Requisition ID: 190083 
Position:Full-Time

 

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

 

GENERAL FUNCTION

The Manager Prescription Customer Service is responsible for overseeing all operations of the prescription call type; ensuring the highest level of service and support is provided at all times.

 

MAJOR DUTIES AND RESPONSIBILITIES

  • Liaises with Prescription Business Unit to bridge the gap between business & customers.
  • Works closely with our Lab Manufacturing and Quality team.
  • Facilitates all prescription training for contact center agents
  • Trains, coaches and motivates direct reports in customer service, call center operations and procedures.
  • Manages prescription Contact Center team handling lab prescription jobs.
  • Analyzes call center statistics through reporting; identifies, monitors, tracks and analyzes call volume, productivity and qualitative metrics directly related to prescription.
  • Creates and cultivates a progressive culture within the team by managing individual and team performance expectations and goals.
  • Identifies areas of opportunity to improve our service.
  • Oversees all outbound surveys and call campaigns related to prescription.
  • Directs the activities of agents to maintain and improve customer satisfaction, monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution.
  • Trains, coaches and motivates direct reports in customer service, call center operations and procedures.
  • Provides strategic and tactical planning for call center operations to ensure operational effectiveness and high-quality interactions with clients.

 

BASIC QUALIFICATIONS

  • Bachelor’s degree
  • 5+ years of experience optical industry, training, Quality Assurance and Workforce Management
  • Equivalent combination of education and related customer service leadership experience
  • Strong project and time management skills
  • Excellent written/verbal communications and interpersonal skills
  • Strong PC skills, including SAP, Excel, Word, PowerPoint, Outlook, and ACD/Contact Center Reporting
  • Strong presentation skills
  • Exceptional skills in data manipulation and analysis
  • High energy for an ambiguous and fast-paced environment
  • Optical Lab experience

 

PREFERRED QUALIFICATIONS

  • Certification – ABOC, Optician
  • Optical Lab experience

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 or e-mail HRCompliance@luxotticaretail.com (be sure to provide your name and contact information for either option so that we may follow up in a timely manner). 

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 (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.


Nearest Major Market: Long Island
Nearest Secondary Market: New York City

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