Representative - Customer Service (Order Clerk)

Position Overview

Walman Optical, a trusted name in optical solutions since 1915 and part of EssilorLuxottica, is committed to delivering innovative products and exceptional service. In this full-time role as a Customer Service Representative (Order Clerk), you will build and maintain customer and vendor relationships, manage requests for quotations, orders, returns, and purchase orders, and collaborate with various departments to ensure an outstanding customer experience.

Key Responsibilities

• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a strong rapport with customers to deliver the best possible service.
• Receive, sort, clean, and repackage overstock and defective lenses, frames, and accessories for return in compliance with manufacturer’s return policy, including proper documentation.
• Assist in the assembly, packaging, premium inclusion, and marking of frames for monthly auto-kit mailings and maintain updated customer lists for these shipments.
• Use a PC to retrieve customer and order information, update records, and ensure proper filing and use of codes.
• Work closely with vendors to place orders, track order statuses, and follow up on customer quotations and delivery details.
• Troubleshoot issues and inquiries from coworkers and customers, ensuring problems are resolved efficiently.
• Communicate company policies, procedures, and promotions clearly and negotiate in a diplomatic and cordial manner.
• Sort and deliver mail to inter-department personnel, perform mid-day computer backups, and complete end-of-day close-out tasks.
• Demonstrate self-motivation by cross-training in additional duties as required by the department.
• Maintain a neat, clean, and organized work area at all times.
• Follow all company and manufacturer policies and procedures, ensuring compliance with attendance, safety, and confidentiality standards, including HIPAA protection.
• Assist colleagues as needed to meet deadlines and maintain workload balance.
• Provide training, direction, and technical guidance to less experienced team members and attend training sessions as required.
• Perform additional duties as assigned.

Required Qualifications

• High school diploma, GED, or equivalent experience.
• 1+ year of experience in customer service, hospitality, or call center environment.
• Excellent telephone etiquette with the ability to maintain composure in challenging situations.
• Strong verbal and written communication skills.
• Good organizational skills with attention to detail and numerical accuracy.
• Basic PC skills including MS Office (Word and Excel).
• Ability to lift/move up to 40 pounds.

Benefits & Perks

• Competitive bonus and/or commission plan as part of a comprehensive total rewards package.
• Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.