At Maui Jim, you can expect a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and “high touch” work environment that values the members of our ‘Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service.
If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits, and our Maui Jim 'Ohana! Aloha~
The overall objective of the department in which this position works is:
Processing of optical orders from Maui Jim customers. This includes efficiently processing daily orders using SAP and Vision Star, dealing with customer inquiries and supporting customers who have problems, bringing all issues to a conclusion that satisfies both our customer needs and Maui Jim’s business needs.
This is also a support role providing outstanding customer service to our customers, and sales team.
The major function of this position is:
Provide outstanding quality of Maui Jim RX service. Provide smooth and efficient RX order processing on a daily basis. Provide outstanding customer service with “Aloha” as the number one priority.
In order of importance, the principle responsibilities and duties of this position are:
* Answer customer service calls, respond to account inquiries, especially on RX. Maintain exceptional technical customer service
* Order entry: enter RX orders that are not directly processed using the B2B portal, esp. those that are exceptional and require additional attention passed from other customer service team members. Take care of orders that do not meet the Maui Jim production / parameter standards and call our accounts to discuss alternatives.
* Redos/Returns: take care of any issues brought to your attention by customers, or Account Executives regarding prescription jobs. Start redos where necessary. Troubleshoot issues with accounts /patients. Communicate all reoccurring issues to the Laboratory Director based in Germany or USA, and follow up.
* Assist & provide help to customers and account executives with B2B prescription orders.
* Offer technical support to accounts and account executives whenever the customer service team members RX knowledge ends.
* Train new CS staff or existing team on changes within the Rx department.
* Serve as the contact person for the lab.
* Provide additional account support and help with RX promotions.
* Continually communicate progress, outstanding issues, and concerns with your supervisor.
* Continually analyse processes and suggest process improvements to ensure efficiencies.
Desired Skills & Qualifications
* 3+ years customer service and optical experience (Optician preferred).
* Strong written and verbal skills.
* Strong organisational skills and ability to effectively manage time.
* Attention to detail, analytical and systematic thinking.
About Us
Join Our ‘Ohana....
At Maui Jim we are passionate about making the best sunglasses in the world and providing customer service like you’ve never seen. We work diligently to attract and retain the brightest individuals in our industry and to foster an environment of encouraged professional development, creative thinking, and growth. The Aloha Spirit is the backbone of our culture, which embraces respect, trust, integrity, and creativity.