Representative - Customer Service (Order Clerk)
Luxottica, Toledo, OH, United States
Since 1915, Walman Optical has served thousands of independent eye care professionals, providing solutions for all their optical needs. Our experienced team helps businesses grow while delivering quality eyewear and unmatched service for an exceptional patient experience.
As a division of Walman, our collective mission is to enrich the lives of our customers, employees, and the communities we serve through better vision.
GENERAL FUNCTION The Customer Service Representative (Order Clerk) is responsible for building and maintaining customer and vendor relationships and managing requests for quotations, stock orders, returns, and purchase orders, coordinating with other departments to provide the best possible service to the customer.
MAJOR DUTIES AND RESPONSIBILITIES
Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
Achieve and maintain rapport with customers and provide the best possible service.
Receive, sort, clean, and repackage overstock and defective lenses, frames, and accessories to be returned to vendors, ensuring compliance with manufacturer return policy. Generate proper documentation for product return.
Assist with assembly, packaging, premium inclusion, and marking of frames for monthly auto-kit mailings, and maintain the customer lists for auto-ship accounts.
Use a PC to retrieve customer information, stock status, order status, and make changes to customer orders, ensuring correct codes and organized filing.
Work closely with vendors when placing orders, retrieving status information, and following up on customer quotations and delivery information.
Troubleshoot issues from co‑workers or customers.
Understand and communicate company policies, procedures, promotions, and negotiate in a diplomatic and cordial manner.
Sort and deliver mail to inter‑department personnel on a rotating basis. Also responsible for mid‑day dept. computer backup and daily end‑of‑day close‑out.
Self‑motivated to cross‑train and learn other duties of the department.
Maintain a neat, clean, and organized work area.
Follow all company and manufacturer policies, attendance & safety rules, and confidentiality requirements for proprietary and HIPAA‑protected information.
Assist others as needed to maintain workload balance and meet deadlines.
Provide training, work direction, and technical guidance for less experienced coworkers. Attend in‑house or sponsored training meetings when necessary.
Perform other duties as assigned.
BASIC QUALIFICATIONS
High school diploma, GED, or equivalent experience.
1+ year of experience in customer service, hospitality, or call center environment.
Excellent telephone etiquette and composure with difficult customers.
Strong verbal and written communication skills.
Good organizational skills, attention to detail, and numerical accuracy.
Basic PC skills, including MS Office (Word & Excel).
Ability to lift/move up to 40 pounds.
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. You may also be offered a competitive bonus and/or commission plan as part of a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and employee discounts.
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.
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As a division of Walman, our collective mission is to enrich the lives of our customers, employees, and the communities we serve through better vision.
GENERAL FUNCTION The Customer Service Representative (Order Clerk) is responsible for building and maintaining customer and vendor relationships and managing requests for quotations, stock orders, returns, and purchase orders, coordinating with other departments to provide the best possible service to the customer.
MAJOR DUTIES AND RESPONSIBILITIES
Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
Achieve and maintain rapport with customers and provide the best possible service.
Receive, sort, clean, and repackage overstock and defective lenses, frames, and accessories to be returned to vendors, ensuring compliance with manufacturer return policy. Generate proper documentation for product return.
Assist with assembly, packaging, premium inclusion, and marking of frames for monthly auto-kit mailings, and maintain the customer lists for auto-ship accounts.
Use a PC to retrieve customer information, stock status, order status, and make changes to customer orders, ensuring correct codes and organized filing.
Work closely with vendors when placing orders, retrieving status information, and following up on customer quotations and delivery information.
Troubleshoot issues from co‑workers or customers.
Understand and communicate company policies, procedures, promotions, and negotiate in a diplomatic and cordial manner.
Sort and deliver mail to inter‑department personnel on a rotating basis. Also responsible for mid‑day dept. computer backup and daily end‑of‑day close‑out.
Self‑motivated to cross‑train and learn other duties of the department.
Maintain a neat, clean, and organized work area.
Follow all company and manufacturer policies, attendance & safety rules, and confidentiality requirements for proprietary and HIPAA‑protected information.
Assist others as needed to maintain workload balance and meet deadlines.
Provide training, work direction, and technical guidance for less experienced coworkers. Attend in‑house or sponsored training meetings when necessary.
Perform other duties as assigned.
BASIC QUALIFICATIONS
High school diploma, GED, or equivalent experience.
1+ year of experience in customer service, hospitality, or call center environment.
Excellent telephone etiquette and composure with difficult customers.
Strong verbal and written communication skills.
Good organizational skills, attention to detail, and numerical accuracy.
Basic PC skills, including MS Office (Word & Excel).
Ability to lift/move up to 40 pounds.
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. You may also be offered a competitive bonus and/or commission plan as part of a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and employee discounts.
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.
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