Prescription Supervisor

Requisition ID:874685

Position:Full-Time

Total Rewards:Benefits/Incentive Information

EssilorLuxottica 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, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

EssilorLuxottica'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 Prescription Supervisor will be responsible for providing front-line customer care support in prescription lens questions and escalations. This person will act as a liaison between lab operations and our customer contact center to identify, troubleshoot and provide resolution on prescription lens issues.

MAJOR DUTIES AND RESPONSIBILITIES

• Own and manage the triage and escalation of customer issues with the prescription lens business to ensure timely resolutions and responses.
• Investigate and manage order and lab issues by partnering directly with on-site lab operations team
• Partner with the customer service team on communicating the status of issues with customers.
• Manage the support inbox by providing timely communication and follow up regarding orders and other lab inquiries.
• Review reporting on delays, stagnant orders and aged orders to identify delays in the process.
• Collaborates and communicates with onsite operations in identifying systemic, chronic and root cause analysis of issues.
• Provide first line support to field sales managers on escalated lab issues.
• Conduct audit analysis of data to find patterns and causes of issues and communicate these findings with leadership to put process improvement in place.
• Partner with transportation teams to ensure timely shipment of orders and follow up as needed.
• Support Frame to Come (FTC) processing.
• Maintain strong knowledge of products and lens technology.

BASIC QUALIFICATIONS

• 3+ years of relevant experience as a Lab Technician or related Optical/Lab experience.
• Strong customer service skills, previous experience in Retail and/or Customer Service.
• Strong organizational skills and ability to pay close attention to details.
• Effective verbal and written communication skills.
• Ability to multitask in a constantly changing environment
• Intermediate to advanced experience with Outlook, Excel, and PowerPoint.
• Previous experience in SAP.
• Ability to travel as needed (5-10%).

PREFERRED QUALIFICATIONS

• ABO certification.
• Bilingual in Spanish

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, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

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. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 ( (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

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 in the US receive preference in accordance with Tribal Law.