Customer Service Advisor

To provide and maintain department administrative functions as directed by the CRM Management team to the stated Essilor Standard, while observing Health & Safety / Environmental policies.,

• Input telephone lens orders
• Inform customers of delays, stock issues
• Resolve glazing and uncuts queries
• Help to resolve EDI issues
• Offer advise on lenses
• Answer general inquiries on promotions
• Receive and make telephone calls
• Progress chase
• Liaise with sales force
• Work in despatch function when required
• Log and record CS KPI targets
• Expedite urgent orders using CRM expeditor function
• Order point of sale/instrument parts using AS400
• Resolve technical issues using help desk function if necessary
• Contact account managers with any account related issues
• To provide out of hours support for Saturday production and early delivery schedule as required., To work in line with duty of care to self/others and ensure Health & Safety guidelines are followed in line with company policy.
• To protect the health and safety of visitors / contractors / external providers brought to site and ensure relevant H&S guidelines are meant.
• To bring to the attention of the business hazards, risks, concerns, accidents or near misses.
• Comply with any local PPE requirements., To work in line with in line with Environmental & energy policies.
• To ensure visitors / contractors / external providers meet relevant environmental procedures while on site.
• To bring to the attention of the business environmental hazards, risks and concerns.
INTERNAL :
• Customer Service Team
• Production Department Management and Team
  
  Customer focused with excellent telephone manner
• Excellent PC and administration skills
• Good communication skills - confident and clear Telephone communication
• Attention to detail
• Previous Experience of having worked in a Customer services environment.
DESIRABLE :
• Previous knowledge of working alongside or in a manufacturing environment
• Understanding of optical principles, GCSE level or equivalent standard of education, Drive for results: Able to follow documented processes accurately
• Essilor principles: Integrity & trust
• Interpersonal savvy: Able to make and maintain positive working relationships
• Personal learning: Flexible approach to work tasks
• Customer focus: Attention to detail & Problem solving ability
LANGUAGES: Fluent written and spoken English

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry. With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.