ORDER FULFILLMENT ASSOCIATE

4 weeks ago

Thornbury, South Gloucestershire, United Kingdom EssilorLuxottica Group Full time

ABOUT US

EssilorLuxottica is a prominent global entity specializing in the design, production, and distribution of eyewear, including ophthalmic lenses, frames, and sunglasses. Our organization merges the expertise of two industry leaders, one renowned for advanced lens technology and the other for the craftsmanship of iconic eyewear, creating a unique vertically integrated business model that addresses the evolving vision needs of the world and the increasing demand in the eyewear sector.

With a workforce of over 180,000 dedicated professionals across 150 countries, we celebrate creativity, entrepreneurship, and the individuality of our team members. Our commitment to vision enables individuals to 'see more and be more' through our innovative designs, exceptional quality, and state-of-the-art processing techniques. Each day, we positively influence millions of lives by transforming the way people perceive the world.

  1. ROLE OVERVIEW AND PRIMARY DUTIES:

This position involves working within the defined responsibilities of Order Fulfillment and Support, ensuring maximum efficiency in order processing while maintaining high standards of care and attention to orders submitted by Independent Eye Care Professionals (ECPs). The role operates on a Tuesday to Saturday schedule from 8 AM to 4 PM. Key activities include:

  • Order Fulfillment
  • Outsourcing
  • Contract Evaluation
  • Order Expediting
  • Report Oversight
  1. AREAS OF RESPONSIBILITY AND RELATED TASKS:

PRIMARY TASKS & RESPONSIBILITIES

  • Organize incoming orders by frame types and stock/RX
  • Utilize glazing software to accurately register new glazing orders and P&A's to glazing tray numbers
  • Review contracts and assess all orders and returns for processing
  • Ensure daily calibration and maintenance of all Tess scanners
  • Employ Tess scanners to scan new orders, return order frames, and related paperwork for order entry
  • Monitor departmental reports, track P&A frame receipts, and inform management of lab delays and issues while logging call information
  • Order package frames from suppliers, documenting details and monitoring receipt
  • Process all manual credits using AS400 and Salesforce tools
  • Confirm fax or manual orders via AS400
  • Retrieve paperwork and analyze the ordering process
  • Enter new orders into the ordering system
  • Assist with administrative tasks as directed by the CRM Management team
  • Respond to and act on all expeditor cases raised by CRM teams on Salesforce
  • Collaborate with customer service team members to prioritize jobs through the factory and report potential delays

HEALTH & SAFETY RESPONSIBILITIES

  • Adhere to duty of care for self and others, ensuring compliance with Health & Safety guidelines as per company policy.
  • Safeguard the health and safety of visitors, contractors, and external providers on site, ensuring adherence to relevant H&S guidelines.
  • Report any hazards, risks, concerns, accidents, or near misses to the business.
  • Comply with local Personal Protective Equipment (PPE) requirements.

ENVIRONMENTAL RESPONSIBILITIES

  • Operate in accordance with Environmental and energy policies.
  • Ensure that visitors, contractors, and external providers comply with relevant environmental procedures while on site.
  • Report any environmental hazards, risks, and concerns to the business.
  1. NETWORK OF INTERACTION:

INTERNAL:

  • Customer Service Centre Team
  • Order Fulfillment and Support Team
  • CRM Management Teams
  • Production Department Management and Team
  • Quality Department and Team
  • Sales and Marketing Teams as appropriate
  • Returns Department
  • Business Development Managers & Regional Business Managers

EXTERNAL:

  • Customers
  • Visitors
  1. TECHNICAL SKILLS - IDEAL CANDIDATE PROFILE

ESSENTIAL:

  • Customer-oriented
  • Proficient in PC and administrative tasks
  • Strong communication skills – confident
  • Ability to work collaboratively within a multi-disciplinary team
  • Previous experience in a customer service environment
  • Capability to thrive in a fast-paced setting
  • Meticulous attention to detail

DESIRABLE:

  • Prior experience in a manufacturing environment
  • Understanding of optical principles
  • Preferred experience in optical glazing
  1. CANDIDATE PROFILE:

EDUCATION/QUALIFICATION STANDARDS REQUIRED FOR THE ROLE

ESSENTIAL:

  • No specific qualifications required

DESIRABLE:

  • GCSE level or equivalent educational standard

COMPANY VALUES

  • Results-driven: Ability to adhere to documented processes accurately
  • Essilor principles: Integrity and trust
  • Interpersonal skills: Ability to establish and maintain positive working relationships
  • Personal development: Flexible approach to work tasks
  • Customer focus: Attention to detail and problem-solving skills

LANGUAGES:

Fluent in written and spoken English

Other languages are a plus

  1. INTERVIEW PROCESS:

Interview with the Order Fulfillment Team Manager and/or Order Fulfillment Manager

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