Technical Advisor
6 months ago
Powering Vision
Essilor is an international company and the leading provider of eyeglass lenses in the world. Our mission is improving lives by improving sight, and we work every day to bring good vision to the 4.5 billion people around the globe in need of visual correction. Our products are worn by one billion people daily in 130 countries. Essilor Canada employs more than 1,000 visionaries nationwide throughout its 30 locations.
Join our team as a Technical Advisor - Customer Experience and be a visionary. Pave the way to a brighter future, both for yourself and all Canadians needing visual correction.
Your mission
As a Technical Advisor - Customer Experience, you will support the Ontario ECP market and contributes to increase customer satisfaction by assisting customers by analyzing their preproduction orders, proposing solutions to various problems reported by customers and providing quality technical support, while collaborating with all departments involved.
Your main challenges
- Ensure customer requests from the Varilux Hotline and web platform are answered in less than one hour
- Support Customer Experience teams and customers by reviewing orders (phone, fax, mail, web) to undertake the necessary execution of these actions:
O Feasibility of order versus control parameters;
O Validation of special or custom orders;
O Redos;
O Non-adaptation.
- Update KPIs on a daily basis to ensure proper customer satisfaction levels;
- Work closely with lab technical teams and continuous improvement teams;
- Provide technical support to customer experience teams to identify and solve problems;
- Provide technical support to Sales Consultants and customers for all product-related issues (prescription optimization, non-adaptation, adjustment, frame optimization, etc.);
- Provide technical support to internal customers;
- Know in detail the products and their positioning to provide appropriate technical support;
- Train Customer Experience teams on innovations, new technologies and lenses;
- Collaborate with informal teams on various continuous improvement projects (% of return per customer, etc.);
- May be required to travel to customers and participate in seminars.
**Profile**:
- Licenced Optician (required);
- Minimum of 5 years’ experience in optics or a similar field;
- Good knowledge of the Microsoft Office Suite;
- Good knowledge of Google Suite;
- Good knowledge of the range and variety of products offered;
- Very good knowledge of LMS systems and in particular Optifacts and SCG calculator;
- Strong analytical, communications and problem-solving skills;
- Leadership skills;
- Ability to organize time and ensure follows ups;
- Ability to perform multiple tasks simultaneously;
- Team player;
Why work with us?
At Essilor Canada, diversity is one of our most important values. If you have any particular needs, don’t hesitate to contact us and we will work with you at each step of the recruitment process to ensure that you feel at home.
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