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Returns Operative
2 weeks ago
**WHO WE ARE**
If you’ve worn a pair of glasses, we’ve already met.
We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.
Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
Discover more by following us on LinkedIn
Your #FutureInSight with EssilorLuxottica
Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible
Your role
We are looking for a Returns Operative who will efficiently assess, process and resolve issues with returned products, all whilst maintaining an excellent level of care, attention and customer service. This role will operate a 37.5 hour week Monday-Friday, with working hours available between 8am and 6pm.
Main responsibilities:
- Use of a variety of Essilor systems to locate, review and register customer return orders
- Carry out technical assessments and determine warranty eligibility of returned spectacles/lenses
- Processing of Return orders (By way of Remake/Credit/Edge & Fit/ RTC)
- Troubleshooting and Issue Resolution
- Outbound Telephone Service
- See4C Helpdesk Monitoring
The challenges of the role come from the breadth of technical knowledge required which span all Essilor/BBGR/Lite products, the process of manufacturing/glazing, optical tolerances & regulations as well as the use of several internal systems. Managing customer expectations will need to be balanced with your technical knowledge and experience of product versus manufacturing capabilities/limitations.
Main requirements:
- Technical skills/knowledge:
- Demonstrable experience with IT systems, preferably Microsoft Office, AS400, SAP, and See4C Required.
- Essilor product knowledge (lenses and frames) preferred.
- Ability to assess spectacle lenses for compliance or non-compliance preferred.
- Experience identifying visual issues caused by manufacturing defects preferred.
- Education and Experience:
- GCSE level Maths and English required
- Customer Service and/or data entry and administration Experience preferred
- Optical background preferred
- Skills and behaviours:
- Excellent telephone manner and communication skills.
- Strong problem-solving skills with good initiative and a can-do attitude.
- Able to work under own supervision whilst being a strong team player, with consistently high standards, high attention to detail and good organizational skills.
What’s in it for you
In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but have a glimpse of the benefits and perks you can have by choosing us.
- Company funded provision of Healthshield, our healthcare cashback programme.
- Performance related bonuses, and opportunities to become a Shareholder.
- Free and discounted EssilorLuxottica products, including Frames and Lenses.
- Enhanced annual leave, sickness leave, and more.
Recruiting process
