Supervisor - Customer Service (Optical)

Requisition ID : 853443

Position : Full-Time

Total Rewards :

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs.

Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience.

With us, you’ll bring our most advanced technology and innovative products to our partners.

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.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

The Customer Service Supervisor is responsible for supervising and training employees and managing the Office / Customer Service area of the lab to a high level of efficiency while maintaining attendance and a high level of engagement in the department.

MAJOR DUTIES AND RESPONSIBILITIES

Demonstrate high competency in all office and customer service duties, including the laboratory operating software system.

Manage activities to achieve high-quality output and service standards.

Actively participate and engage in continuous improvement processes such as our Four Disciplines of Execution (4DX) program.

Coach employees using 4DX and WIG huddles that drive scoreboard(s) to achieve our WIG’s.

• Interpret work ticket instructions and troubleshoot production problems within area of responsibility to ensure production quality and service levels.
• Manage assigned inventory processes, mailroom, or other workflow processes to meet customer requirements.
• Manage and train employees and ensure timely performance reviews, proper documentation of performance issues and a motivating work environment.
• Effectively communicate with all levels of the organization to ensure understanding and the proper application of company policies, practices and procedures.
• Assist and participate in the planning of State and Local Conventions.
• Continually review and suggest process improvements to simplify jobs, eliminate non-value-added tasks and reduce costs.
• Responsible for effective scheduling of vacation hours commensurate with the lab’s need, considering seasonal workloads.
• Act as a role model and clearly communicate organizational goals and foster a motivating and collaborative work environment.
• Maintain work area in a neat, clean and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations.

Maintain confidentiality of all proprietary and HIPAA protected information.

• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or supervisory training classes offered locally and suggested by the lab or higher management.
• Perform other duties as assigned.

This position requires exposure to one or more hazardous substances / chemicals which requires safety training

BASIC QUALIFICATIONS

• Associate degree, or specialized training and six years of optical management experience
• 6+ years of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Ability to perform all clerical and computer functions in support of the lab operations
• Knowledge of Digital Vision Inc. (DVI) optical manufacturing software
• Strong verbal and written communication skills and ability to manage internal and external customers
• Good organizational skills,orientation to detail and numerical accuracy
• Ability to lift / move up to 25 pounds
• Must possess and maintain a valid and insurable Driver’s License

PREFERRED QUALIFICATIONS

• ABO Certification preferred
30+ days ago