Customer Service – Diagnostic Advisor

Founded in 1976, Riverside Opticalab Ltd is a world leading manufacturer and supplier of optical solutions. Our mission is to improve sight and empower our customers with the best optical solutions powered by our expertise and efficiency, driven by simplicity and flexibility. We deliver personalized services and product offerings to meet our customer’s diverse and unique needs. By joining Riverside Opticalab, you become part of a team that is committed to continuous improvement and customer’s satisfaction. We are committed to creating an exceptional workplace that values highly skilled talent in a stimulating environment.

Riverside Opticalab Ltd is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION 

As a Bilingual Diagnostic Advisor – Customer Experience, you will support the Riverside Ottawa ECP market and contributes to increase customer satisfaction by assisting customers by analyzing their preproduction orders, proposing solutions to various problems reported by customers and providing quality Diagnostic support, while collaborating with all departments involved. 

MAJOR DUTIES AND RESPONSIBILITIES 

• Ensure Customer Experience are answered within the hour
• Assess job/order feasibility by evaluating resources, timelines, and compliance with operational capabilities to ensure successful execution
• Support Customer Experience teams and customers by reviewing orders (phone, fax, mail, web) to undertake the necessary execution of these actions:

.Feasibility of order versus control parameters

.Validation of special or custom orders

.Redos;

.Non-adaptation.

• Update KPIs on a daily basis to ensure proper customer satisfaction levels
• Work closely with lab operation team
• Provide diagnostic support to customer experience teams to identify and solve problems
• Provide diagnostic support to Sales Consultants and customers for all product-related issues (prescription optimization, non-adaptation, adjustment, frame optimization, etc.)
• Provide diagnostic support to internal customers
• Know in detail the products and their positioning to provide appropriate Diagnostic support
• Train Customer Experience teams on innovations, new technologies and lenses
• Collaborate with informal teams on various continuous improvement projects (% of return per customer, etc.)

QUALIFICATIONS 

• Licenced Optician (preferred)
• Minimum of 5 years’ experience in optics or a similar field
• Good knowledge of the Microsoft Office Suite (Google suite an asset)
• Good knowledge of the range and variety of products offered
• Very good knowledge of or willing to learn LMS systems
• Strong analytical, communications and problem-solving skills
• Leadership skills
• Ability to organize time and ensure follows ups
• Ability to perform multiple tasks simultaneously
• Team player

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. 

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 ( (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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