WHO WE ARE We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.
JOB SCOPE AND MAIN RESPONSIBILITIES: To work within the defined roles of the Returns Department in a way that provides the maximum levels of efficiency in return assessment, processing and issue resolution whilst maintaining an excellent level of care, attention and customer service. This role will operate a 37.5 hour week Monday-Friday, with working hours available between 8am and 6pm.
The key activities performed by this role are:
Use of a variety of Essilor systems to locate, review and register customer return orders Carry out technical assessments and determine warranty eligibility of returned spectacles/lenses Processing of Return orders (By way of Remake/Credit/Edge & Fit/ RTC) Troubleshooting and Issue Resolution Outbound Telephone Service See4C Helpdesk Monitoring The challenges of the role come from the breadth of technical knowledge required which span all Essilor/BBGR/Lite products, the process of manufacturing/glazing, optical tolerances & regulations as well as the use of several internal systems. Managing customer expectations will need to be balanced with your technical knowledge and experience of product versus manufacturing capabilities/limitations.
Some travel may be required for training purposes. This role is based on site, and it is not possible to include hybrid or remote hours. The main success factors of the role are measured with Team KPIs e.g., Time taken to process return orders or respond to customer call-back requests. Ownership and accountability of your actions are key. Customer feedback cases and Sales team feedback support the success of this role.
AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES: To carry out assessment of returned spectacle lenses: Conduct Technical Assessments to British Standards and resolve any non-conformities. Process warranty claims, commercial agreements and customer errors in accordance with internal guidelines and documented T&C's. To provide Customers with an effective and easy-to-use outbound telephone call center service Offer customers feedback and education on faulty lenses and customer behavior. Provide customers technical assessment findings for solutions, support and information. Query "correct to order" returns or returns that cannot be covered by warranty terms and communicate findings. Use of AS400, Purge, E-store and Annapurna to accurately review, register and process return orders and credit requests within agreed KPI timescales Monitor and action emails on a same day basis. Be accountable for maintaining reports and admin sheets within the department Be accountable for actioning See4C tickets, including updating, following up, and closing tickets when required, adhering to the Customer Feedback / Complaints procedure. Escalate issues and trends or quality concerns to appropriate departments. Contribute to an improvement culture striving to continually improve our service to customers. Hold yourself and others accountable to, and act in accordance with, company principles and values at all times. HEALTH & SAFETY RESPONSIBILITIES To work in line with duty of care to self/others and ensure Health & Safety guidelines are followed in line with company policy. To protect the health and safety of visitors / contractors / external providers brought to site and ensure relevant H&S guidelines are met. To bring to the attention of the business hazards, risks, concerns, accidents or near misses. Comply with any local PPE requirements. ENVIRONMENTAL RESPONSIBILITIES To work in line with Environmental & energy policies. To ensure visitors/contractors/external providers meet relevant environmental procedures on site. To bring to the attention of the business environmental hazards, risks and concerns. NETWORK OF INTERACTION: You will work in a team of returns processing operatives and will work closely with members of supporting departments to achieve the best results for our customers.
INTERNAL: UKI CIC Teams, Finance, BDM's, Marketing, Quality, Production Support, Logistics, MIS, Glazing and lab technicians/expeditors
EXTERNAL: Customer, Supplier
PORTRAIT OF A PERFECT CANDIDATE Technical skills/knowledge: Demonstrable experience with IT systems, preferably Microsoft Office, AS400, SAP, and See4C Required. Essilor product knowledge (lenses and frames) preferred. Ability to assess spectacle lenses for compliance or non-compliance preferred. Experience identifying visual issues caused by manufacturing defects preferred. Education and Experience: GCSE level Maths and English required Customer Service and/or data entry and administration Experience preferred Optical background preferred Skills and behaviours: Excellent telephone manner and communication skills. Strong problem-solving skills with good initiative and a can-do attitude. Able to work under own supervision whilst being a strong team player, with consistently high standards, high attention to detail and good organizational skills. LANGUAGES: English (Required)
INTERVIEW STEPS: Stage 1: Competency based interview with Technical Support & Returns Manager
#J-18808-Ljbffr
