WHO WE ARE
We are EssilorLuxottica, a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. The company combines expertise from two industry pioneers—one in advanced lens technologies and the other in iconic eyewear craftsmanship—to create a vertically integrated business that addresses the world's evolving vision needs and the growing eyewear industry.
With over 180,000 dedicated employees across 150 countries, our team is creative, entrepreneurial, and celebrated for their unique perspectives. Committed to vision, we enable people to 'see more and be more' through innovative designs, lens technologies, and cutting-edge processing methods. Every day, we impact millions by changing how they see the world.
Job Scope and Main Responsibilities
Operate within the defined roles of Order Processing and Support to maximize efficiency while maintaining excellent care for orders submitted by Independent ECPs. This role follows a Monday to Friday schedule. Key activities include:
* Order processing
* Outsource management
* Contract review
* Expediting orders
* Report monitoring
Areas of Responsibilities and Related Activities
Key Tasks & Responsibilities
* Sort new orders into frame types and stock/RX categories
* Register new glazing orders using Glazing Start 250 programs, including P&A's to glazing tray numbers
* Review contracts and assess all orders and returns for processing
* Ensure Tess scanners are calibrated daily and maintained properly
* Scan new orders, return frames, and paperwork using Tess scanners
* Monitor departmental reports, oversee P&A frame receipt, and communicate lab delays and issues with call log information
* Order frames from suppliers, log details, and monitor receipt
* Process manual credits using AS400 and Salesforce
* Confirm faxes or manual orders via AS400
* Retrieve and interrogate order paperwork
* Enter new orders into the system
* Assist with administrative duties as directed by CRM management
* Respond to expeditor cases raised by CRM teams on Salesforce
* Liaise with customer service to prioritize jobs and report delays
Health & Safety Responsibilities
* Follow health and safety guidelines to ensure safety for self and others
* Protect visitors, contractors, and external providers on site
* Report hazards, risks, accidents, or near misses
* Comply with PPE requirements
Environmental Responsibilities
* Adhere to environmental and energy policies
* Ensure visitors and contractors meet environmental procedures
* Report environmental hazards and concerns
Network of Interaction
Internal: Customer Service Centre, Order Processing & Support, CRM Management, Production, Quality, Sales & Marketing, Returns, BDM & RBMs.
External: Customers, Visitors.
Technical Skills - Portrait of a Perfect Candidate
Essential
* Customer-focused
* Excellent PC and administrative skills
* Good communication skills and confidence
* Ability to work in a multi-disciplinary team
* Experience in customer service environments
* Ability to work in a fast-paced environment
* Attention to detail
Desirable
* Experience in manufacturing environments
* Understanding optical principles
* Optical glazing experience
Education/Qualification Standards
Desirable: GCSE level or equivalent
Company Values
* Drive for results: Follow documented processes accurately
* Principles: Integrity & trust
* Interpersonal savvy: Maintain positive relationships
* Personal learning: Be flexible
* Customer focus: Attention to detail & problem-solving
Languages
Fluent written and spoken English; other languages desirable.
Interview Steps
Interview with Order Processing Team Manager and/or Order Processing Manager.
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