Client and Customer Operations Specialist

Requisition ID:894119

Store #:J00004 Teamvision_CC 111363 - Field US

Position:Full-Time

Total Rewards:Benefits/Incentive Information

Vision Associates is the nation's leading optical dispensary management & consulting company. Our mission is provide the highest level of service and integrity. Our extensive background in the optical industry enables us to provide solutions that promote growth and profitability. In partnership with our clients', our foremost objective is to deliver complete and comprehensive service that reflects our commitment to eye care excellence.

Everyday we feel inspired to ignite our passion for patient care. Our people work closely with doctors, learn from complex medical cases, and make a difference in patients' lives. We unleash the power of optical.

Vision Associates is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

General Function:

Responsible for managing internal and external customer service for our Vision Associates optical services. This individual will be key in ensuring seamless communication between internal departments and external clients, processing purchase orders, and providing top-tier support to our ophthalmology clients and partners.

Duties and Responsibilities:

• Act as a liaison between the sales, inventory, and order fulfillment teams to ensure timely and accurate processing of daily eyewear purchase orders
• Process and verify eyewear purchase orders, ensuring accuracy and adherence to client specifications
• Maintain open communication with internal teams and laboratories to resolve any issues or discrepancies related to orders, product availability, or delivery timelines
• Provide support and guidance to internal teams on any client-specific or product-related inquiries
• Create purchase orders and SARs for non-inventory vendors and payments
• Create and distribute weekly internal optician communication. Distribute global company communication
• Manage Daily reconciliation of SAP/POSDT/Compulink systems to ensure accurate client billing. Complete BiMonthly client statement run and manage statement email
• Maintain database of client contact information; Provider changes; facility table
• Troubleshoot Vision Web daily transmission
• Manage physical inventory scheduling and reporting for both internal and external teams
• Load and update client contracts and renewals in SAP
• Coordinate external marketing to attract new clients
• Maintain HIPAA compliance tool and serve as HIPAA compliance officer
• Provide exceptional customer service to Ophthalmology clients, assisting them with billing statements and data reporting needs. Troubleshoot, analyze and solve client inquiries, custom reporting and engaging internal teams when needed
• Distribute monthly communication/marketing to clients
• Offer product recommendations and solutions based on client needs and preferences
• Address and resolve client concerns or complaints in a professional and timely manner, ensuring high levels of customer satisfaction
• Escalate complex or unresolved issues to the appropriate department or management for further assistance
• Maintain up-to-date knowledge of the latest eyewear products, technologies, and industry trends, particularly as they pertain to ophthalmology and medical applications
• Maintain accurate and up-to-date records of all customer interactions, orders, and inquiries
• Generate reports on customer inquiries, order statuses, and other relevant data as needed for management and internal teams

Basic Qualifications:

• High school diploma
• 3-5 years experience in customer service, preferably in the medical, healthcare, or eyewear industry
• Strong communication and interpersonal skills, with the ability to effectively engage with both internal teams and external clients
• Excellent attention to detail and organizational skills, with the ability to manage multiple orders and tasks simultaneously
• Ability to work in a fast-paced environment while maintaining a high standard of customer service
• Proficiency in Microsoft Office Suite and CRM systems
• Ability to quickly learn and adapt to new systems and product information
• Positive, team-oriented attitude with a passion for providing outstanding customer experiences
• Understanding of ophthalmology or medical eyewear products is a plus but not required

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.