Manager Customer Service

Requisition ID: 937913 Store # : E05360 Customer Satisfaction STJOS Position: Full-Time Total Rewards: Benefits/Incentive Information

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

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!

JOB DESCRIPTION

GENERAL FUNCTION

The Customer Care Manager owns the customer experience within lab operations & is the escalation point for complex customer issues. This role bridges customer service & lab operations to resolve technical issues, expedite delayed orders & ensure efficient, accurate production flow. The role requires strong product & lab workflow expertise, problem-solving & the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction & driving continuous improvement.

This role may also lead a team, depending on lab volume, focused on day-to-day execution of escalated customer issues.

MAJOR DUTIES AND RESPONSIBILITIES

Customer Escalation

Serve as the escalation point for complex, high-priority customer issues; determine case next steps

Communicate directly with customers to provide updates & resolutions

Maintain accurate documentation of escalations, resolutions & follow-up actions in CRM systems

Own end-to-end case management to ensure timely resolution & adherence to service standards

Lab & Production Coordination

Investigate delayed or problematic orders on production floor

Identify root causes of late or stalled jobs; take action as needed

Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues

Collaborate with lab teams to ensure accurate & timely resolution

Production Workflow Monitoring & Reporting

Maintain daily reporting on escalated jobs

Track progress of escalated orders & communicate risks or delays proactively

Participate in daily production meetings to highlight priorities & support resolution

Customer Experience & Process Improvement

Act as the voice of the customer by identifying recurring issues & advocating for workflow or quality improvements

Contribute to root-cause analysis through accurate data capture & follow-up

Support continuous improvement focused on work simplification, cost reduction & service effectiveness

Maintain close partnership with lab GM on customer experience issues & resolutions

Customer Service Support

Perform customer service activities related to escalated orders

Educate customers on product options, ordering processes & policies to resolve issues

Team Leadership

Manage a team of Customer Care Agents

Assign tasks, set priorities & monitor daily activities

Track KPIs for team performance

BASIC QUALIFICATIONS

Bachelor’s degree in Business Administration or related field

6+ years of customer service or call center experience

4+ years of optical experience (customer service, lab operations, or related)

2+ years of people management experience

Strong understanding of lab workflows

CRM platforms & telephony systems experience

Excellent communication skills & customer-centric mindset

This posting is for an existing vacancy within our business. 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.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, 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.