Smith Optics
  • 20-Nov-2017 to 20-Dec-2017 (MST)
  • Optical
  • Clearfield, UT, USA
  • Full Time

Medical/Rx, Dental, Vision, 401k, product discounts

General Summary:   

A successful Optician Customer Service Representative will be an extension of & partner to the outside sales force & sales management, as well as internal departments (Prescription Services, RX Lab Assistance, Distribution, Operations, Marketing, & Accounts Receivable) to ensure accurate, timely order entry & delivery. The optician, within his or her areas of responsibility, has accountability for the entire order process beginning with receipt of orders to product arrival to customer's door. Expected to provide exceptional service to internal & external customers, helping to promote the brand image & striving to exceed customer expectations. Anticipating needs, trouble shoot, problem solve, & propose solutions to improve existing processes are expected on a regular basis. 

Essential Job Functions:

  • Respond quickly, professionally, politely & thoroughly to all telephone inquiries from dealers, consumers, reps & internal customers/colleagues
  • Receive & process orders from dealers, sales reps & internal customers quickly & accurately
  • Imparts information to customers, dealers & coworkers in a manner consistent with company Purpose, Values, Principles, & Competencies
  • Give special attention to key accounts, critical orders & high-visibility projects through advance planning & careful communication with MFG & all pertinent parties
  • Learn, practice & share the correct policies & most cost-efficient methods for providing routine services such as return authorizations, credit memos, etc. 
  • Responsible to discern correct steps, raise questions if anomalies are discovered, & continue the ongoing dialogue internally to ensure correct procedures are followed &/or updated
  • Work with A/R to solve problems concerning invoices, shippers, RA's, credit memos, etc.
  • Handle no-charge orders from marketing, sales reps, samples, etc. with the same speed & accuracy as external customer orders
  • Develop effective relationships with regional reps & sales management, understanding & focusing on key accounts, in an effort to provide support & alignment that will result in increased sales & brand loyalty
  • Support all department team members when needed
  • Process warranty claims
  • Provide support & assistance in connection with meetings, trade shows, clinics, regional events when scheduled
  • Answer all prescription related questions via email, phone and chat
  • Assist with lab order issues
  • Performs other duties as needed & directed by the Optical Supervisor

Knowledge, Skills & Abilities:

  • Must be a trained Optician with knowledge of lens materials, coatings, eye conditions, dispensing knowledge preferred
  • Ability to work in a team environment
  • Excellent verbal & written communication skills.
  • Strong problem solving capabilities, including a "can-do" attitude, curiosity, & the ability to think strategically/tactically & analytically.
  • Proficiency in Microsoft Office; Word, Excel, & Outlook

Education & Experience:

  • Optical experience preferred
  • Experience with multi-line telephone
Smith Optics
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