Customer Satisfaction Supervisor

EssilorLuxottica • $103K *
Pompano Beach, FL 33064In-Person
Manufacturing & Automotive
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High School diploma or G.E.D. is required.
  • 3+ years of leadership experience in a manufacturing, optical, or related environment, focusing on customer service.
  • Strong communication and interpersonal skills for interaction with customers and internal teams.

Responsibilities

  • Lead and develop a customer advocacy team focused on satisfaction and service recovery.
  • Act as a liaison between customer needs and operational teams to enhance outcomes.
  • Utilize customer feedback and metrics to identify trends and propose improvements.
  • Analyze customer feedback data to inform action plans for enhancement.
  • Monitor KPIs through comprehensive customer experience reports for performance tracking.
  • Implement targeted initiatives to address quality and service-related issues in the lab.
  • Communicate proactively with customers regarding service timelines and updates.

Benefits

  • Health care options for employees.
  • Retirement savings plans to secure financial futures.
  • Paid time off and vacation benefits.
  • Employee discounts on various products and services.
Full Job Description
Requisition ID: 942550 Store #: E05432 RXO CSAT STCLD
Position: Full-Time
Total Rewards: Benefits/Incentive Information

JOB DESCRIPTION

JOB SUMMARY:

Reporting directly to the General Manager and on a dotted-line basis to the centralized strategy team, this role leads customer advocacy for a low volume of customer jobs or non-complex manufacturing processes and applications. This role is responsible for customer satisfaction, service recovery, and customer experience performance.

MAJOR DUTIES AND RESPONSIBILITIES

Leadership
  • May lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
  • Serve as a customer advocate by partnering with operations, quality, and support teams to improve customer outcomes and operational performance.
  • Partner with lab leadership to identify customer service, quality, and turnaround time issues, prioritize improvement opportunities, and support implementation of corrective actions.
  • Use customer feedback, operational metrics, and business data to identify trends, recommend improvements, and support decision-making.

Data Analysis and Reporting
  • Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans.]
  • Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs)
  • Prioritize customer experience initiatives. Work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab, and drive improvements.

Quality Management
  • Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab.
  • Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change.
  • Support training programs/operational programs to address quality gaps and elevate customer experience.
  • Understand quality/tolerance expectations for any specific customer/job types.
  • Set targets for customer issue resolution times and monitor performance against those goals.

Turnaround Time Management
  • Use customer feedback and insights from data and reporting to ensure END TO END turn-time consistency and develop plans to drive consistency through internal collaboration and customer management.
  • Identify underserved customers and implement special attention process to improve customer turn time and document findings and root cause.
  • Set targets for customer issue resolution times and monitor performance against those goals.
  • Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution.
  • Proactively communicate with customers regarding expected resolution times and keep them updated on progress.
  • Ensure turn-time opportunities around certain products/customers/job types are clearly assessed, communicated, and worked in collaboration with the centralized supply chain/program management team.

Basic Qualifications
  • High School diploma/G.E.D.
  • 3+ years of experience with leading others; manufacturing, optical, or related environment; customer service
  • Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.

Preferred Qualifications
  • Bachelor's in Business or related field.


Pay Range: - 103,322.33

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

About EssilorLuxottica

EssilorLuxottica Careers

Joining EssilorLuxottica means becoming part of a global community of esteemed professionals dedicated to propelling the eyewear industry forward through innovation and leadership. EssilorLuxottica, the leader in lens and eyewear manufacture, offers a plethora of job opportunities that promise not only professional growth but also a commitment to diversity and career development.

Explore Job Opportunities

EssilorLuxottica is on the lookout for talented individuals who are eager to drive change and excel in their careers. The company offers various positions that cater to a wide range of skills and experiences. Whether you're seeking an entry-level role or a more senior position, EssilorLuxottica provides a platform where your professional skills can flourish.

Internship Programs

Start your career with EssilorLuxottica through its dynamic internship programs. These opportunities allow you to apply your academic knowledge in real-world scenarios, enhancing your job prospects and providing you with invaluable industry experience. Internships at EssilorLuxottica are a stepping stone to full-time employment and open doors to extensive networking and mentorship from leaders in the field.

Culture and Benefits

EssilorLuxottica is committed to fostering a workplace culture that values teamwork, creativity, and diversity. Employees enjoy a range of benefits designed to support their lifestyle and well-being, including comprehensive health benefits, flexible working conditions, and continuous diversity training. EssilorLuxottica's inclusive environment encourages every team member to bring their unique perspectives to the table.

Professional Growth and Development

Career advancement is a cornerstone of EssilorLuxottica's employment philosophy. The company invests in leadership training and professional development programs that empower employees to hone their skills and advance their careers. Through personalized career paths, employees can navigate their professional journeys effectively.

Hiring Process

The hiring process at EssilorLuxottica is designed to be transparent and engaging. Candidates are encouraged to showcase their skills and experience through a detailed resume and during the interview process. EssilorLuxottica values a thorough approach to ensure that all potential hires are a fit for the company’s culture and job demands.

Networking and Innovation

At EssilorLuxottica, networking and innovation go hand in hand. Employees are encouraged to collaborate across teams and regions to foster innovation that leads to industry breakthroughs. The company's global presence offers unparalleled opportunities for networking and personal growth within the industry.

Join the EssilorLuxottica Team

Search open positions that match your skills and interests on the EssilorLuxottica Jobs portal. The team seeks passionate, curious, and solution-driven team players ready to contribute to the company's mission of redefining the eyewear industry.

Stay Connected with EssilorLuxottica Careers

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the professionals who are part of EssilorLuxottica. Subscribe to receive job alerts, latest news, and insider tips tailored to your preferences. Discover what exciting and rewarding opportunities await at EssilorLuxottica.

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Learn more about EssilorLuxottica
Industry
Retail & Consumer Goods
* Ladders Estimates

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