Diagnostic Advisor

3 weeks ago

Ottawa, Ontario, Canada EssilorLuxottica Full time

About EssilorLuxottica

EssilorLuxottica is a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. Our mission is to improve sight and empower our customers with the best optical solutions powered by our expertise and efficiency, driven by simplicity and flexibility.

Our Commitment

We are committed to creating an exceptional workplace that values highly skilled talent in a stimulating environment. Our team is dedicated to continuous improvement and customer satisfaction.

Job Summary

We are seeking a highly skilled Diagnostic Advisor to support our Riverside Ottawa ECP market and contribute to increasing customer satisfaction. As a key member of our team, you will analyze preproduction orders, propose solutions to customer problems, and provide quality diagnostic support.

Key Responsibilities

  • Ensure customer inquiries are responded to within the hour
  • Assess job/order feasibility by evaluating resources, timelines, and compliance with operational capabilities
  • Support customer experience teams and customers by reviewing orders to undertake necessary execution
  • Update KPIs on a daily basis to ensure proper customer satisfaction levels
  • Work closely with lab operation team
  • Provide diagnostic support to customer experience teams to identify and solve problems
  • Provide diagnostic support to sales consultants and customers for product-related issues
  • Provide diagnostic support to internal customers
  • Know in detail the products and their positioning to provide appropriate diagnostic support
  • Train customer experience teams on innovations, new technologies, and lenses
  • Collaborate with informal teams on continuous improvement projects

Requirements

  • Licenced Optician (preferred)
  • Minimum of 5 years' experience in optics or a similar field
  • Good knowledge of the Microsoft Office Suite (Google suite an asset)
  • Good knowledge of the range and variety of products offered
  • Very good knowledge of or willing to learn LMS systems
  • Strong analytical, communications, and problem-solving skills
  • Leadership skills
  • Ability to organize time and ensure follow-ups
  • Ability to perform multiple tasks simultaneously
  • Team player

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