Optical Customer Service Representative

4 weeks ago

London, Canada SHAMIR CANADA Full time

**Company Overview**:
Shamir Canada is a national premium lens and coating manufacturer that has established itself as a company known worldwide for _innovation, revolutionary technology, and stringent quality_ _assurance practices_. Shamir provides the optical industry with high quality, cutting-edge lens technologies and coatings.

We are looking for an individual dedicated to building relationships with clients and who is excited to be a part of a dynamic and energetic team. Shamir offers competitive wages, a comprehensive benefits package, a diverse work environment, and excellent career opportunities.

**Work hours**:8 hour shifts Monday to Friday.

**Reports To**:Customer Experience Manager

**Job Summary**:
The Customer Service Representative handles external and internal customer inquires and concerns with patience, courtesy and professionalism to communicate effective with our customers. The Customer Service team and sales group will work as a team along with our customers, to deliver quality products.

**Responsibilities**:
Standardization
- Receives and handles incoming customer calls (order taking, trouble shooting basic problems, work in process etc.) following scripts, professional communication.
- Understands and utilizes all methods of job tracking or late job follow up
- Good working knowledge of Priority; processes all types of redo, RX credits, cancel jobs, tray change, account changes etc.
- Able to identify in house vs. lab orders
- Displays a solid understanding of basic and some advanced optical knowledge
- Strong knowledge of Shamir products and services
- Deliver new orders to the next work station with sense of urgency and prioritization
- Identify urgent or problem jobs and make appropriate communications, verbally and/or electronically as required
- When necessary, use web access links to look up incoming or delayed shipments from outsource labs
- Accurately attach patterns, verify patterns and quality of trace/shape modification
- Enters orders into the CRM or process new orders from any incoming order method
- Understands when a job requires a call to be placed to accounts and communicates to customer appropriately
- Any other duties and tasks and needed or required.

Product/Technical Knowledge
- Strives to improve technical knowledge daily and continually applies that knowledge in the production of all eyewear
- Utilizes product knowledge to determine the best manufacturing process for routine and special orders in order to produce top quality eyewear
- Performs multiple tasks with accuracy despite time pressures and customer volume
- Takes the initiative to notice and follow-up on discrepancies, suggests improvement, recommends solutions and does what is necessary to ensure customer satisfaction

**Required Skills**:

- Excellent communication skills
- written and verbal. Must be fluent in English. Bilingualism (French/English) is an asset.
- Ability to effectively use in-house software. Training will be provided. Proficient in Microsoft Office, including Word, Excel and Windows based software.
- Must be able to work with mínimal supervision, while being proficient and working in a team-based environment.
- Possess a positive work ethic with maturity, integrity, reliability, and accountability.
- Previous experience in an office setting and fast-pasted environment.
- Strong attention to detail, organized, and consistently meeting deadlines.
- Ensure quality work (efficiency in data entry, filing, and etc.).
- Problem solver.
- Conducive to change. Willing to be flexible in job duties.
- Possess superior active listening skills.

**Qualifications**:

- 2-3 years in fast-paced customer service environment or other equivalent experience.
- Previous Optical industry experience (an asset)
- High school diploma or equivalent
- Data entry experience

**Job Types**: Full-time, Permanent

Pay: $19.00-$21.00 per hour

Additional pay:

- Overtime pay

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- London, ON N6H 0B7: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- French (preferred)

Work Location: In person

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