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Optical Order Coordinator

3 months ago

Caerphilly, United Kingdom Thorn Baker Group Full time

Join Our Team as an Order Fulfillment Specialist

We are excited to announce an opportunity for an Order Fulfillment Specialist to become a vital part of our esteemed Optical organization. If you are seeking a role that offers the potential for permanent employment and the chance to work collaboratively within a supportive team environment, this position may be the perfect fit for you.

About Our Organization:

Our company has established a strong reputation for delivering premium quality lenses and frames. With longstanding customer relationships, we pride ourselves on our commitment to excellence in both product quality and service. Our Customer Service Team is dedicated to ensuring customer satisfaction and providing prompt responses to inquiries. As part of a larger network, we operate over 7,200 stores and employ approximately 39,000 individuals.

Key Responsibilities:

  • Deliver exceptional customer service while effectively managing customer expectations.
  • Sort incoming orders based on frame types and stock requirements.
  • Utilize glazing systems to initiate programs and accurately register new glazing orders.
  • Review contracts and assess all orders and returns for processing.
  • Ensure daily calibration and maintenance of Tess scanners.
  • Scan new orders and return frames using Tess scanners for order entry.
  • Monitor departmental reports and advise management on any delays or issues.
  • Order packaging frames from suppliers and track their receipt.
  • Process manual credits using AS400 and Salesforce tools.
  • Confirm orders via AS400 and retrieve necessary paperwork.
  • Assist with administrative tasks as directed by the CRM Management team.
  • Respond to and manage expeditor cases raised by CRM teams on Salesforce.
  • Collaborate with customer service team members to prioritize jobs and report potential delays.
  • Work additional hours on Saturdays as required by business needs.

Qualifications and Experience Required:

  • Strong customer focus.
  • Proficient in PC and administrative tasks.
  • Excellent communication skills with confidence.
  • Able to work effectively within a multi-disciplinary team.
  • Previous experience in a customer service environment.
  • Capable of thriving in a fast-paced setting.
  • Attention to detail is essential.

Desirable Skills:

  • Experience in a manufacturing environment.
  • Understanding of optical principles.
  • Preferred experience in optical glazing.