Coordinator - Customer Service (Order Clerk)

EssilorLuxottica - Indianapolis, IN

Full-time - Entry Level

Indianapolis, IN

About the position

The Customer Service Coordinator at Walman Optical is responsible for fostering and maintaining strong relationships with customers and vendors. This role involves managing requests for quotations, stock orders, returns, and purchase orders, while coordinating with various departments to ensure optimal service delivery. The position requires effective communication and organizational skills to handle customer inquiries and maintain accurate records.

Responsibilities

• Fully coordinate the ordering, assembly, packaging, premium inclusion and marking of frames for monthly auto-kit mailings.
• Maintain customer lists for accounts participating in auto-ship mailings.
• Receive requests for price quotations, orders, order changes, adjustments, and cancellations from customers and labs.
• Achieve and maintain rapport with customers to provide the best possible service.
• Use a PC to retrieve customer information, stock status, and make changes to customer orders.
• Ensure correct codes are used for retrieving and inputting information and that product information is organized.
• Utilize Microsoft Office to create spreadsheets, write memos, and communicate with customers and branches via email.
• Troubleshoot problems or questions from co-workers and customers.
• Cross-train in all areas of the department to fill in for absent colleagues.
• Write and maintain documentation for all areas of the department.
• Sort and deliver mail to inter-department personnel on a rotating basis.
• Perform mid-day department computer back-up on assigned weeks.
• Understand and communicate company policies, procedures, promotions, and contracts.
• Maintain a neat, clean, and organized work area.
• Follow company and manufacturer's policies and procedures, ensuring compliance with attendance and safety rules.
• Assist others to keep work current and meet deadlines.
• Provide training and technical guidance for less experienced coworkers.
• Attend in-house or sponsored training meetings as necessary.
• Perform other duties as assigned.

Requirements

• High school diploma, GED or equivalent experience.
• 3+ years of experience in customer service, hospitality, or call center environment.
• Excellent telephone etiquette and ability to maintain composure in difficult situations.
• Ability to perform clerical and computer functions in support of lab operations and sales/marketing.
• Strong verbal and written communication skills.
• Good organizational skills, attention to detail, and numerical accuracy.
• Proficient in PC skills including MS Office, Outlook, Word, and Excel.
• Ability to lift/move up to 40 pounds.

Nice-to-haves

• Optical knowledge is preferred.

Benefits

• Health care
• Retirement savings
• Paid time off/vacation
• Employee discounts
• Competitive bonus and/or commission plan