Summary:

As a Specialist in Order Management, you will provide front line support to our field operators through both written and verbal communications as well as detailed analysis of requests and issues. You will track and complete updates and modifications to customer orders that have been submitted to our central manufacturing facilities.  You will perform various receiving, shipping and inventory functions in a timely and accurate manner to achieve and maintain an optimum delivery performance. 

Pay Class and Pay

 

Pay Class: Full Time

Pay: $18.10 - $19.73 per hour

 

Essential Responsibilities:

Handle incoming calls, emails or chats from retail associates in a professional and respectful manner.

       Assist associates effectively by researching orders utilizing several supply chain systems and resolving customer orders

        Provide retail associates with technical and product support or information

        Complete daily reports and supporting paperwork along with data entry as required       Accurately captures and documents associate requests and informatio

Education:

         High School Diploma, GED, or equivalent work experience preferred

Experience & Background:

One (1) to three (3) years in a related environment of Customer Service or Order Management services

Mastery and proficiency in use of Microsoft Outlook, Excel Spreadsheets, and Databases applications

Optical industry or ophthalmic lens processing experience is preferred but not required

Familiarity of basic problem solving tools and techniques along with comprehension of best practices and process standardization

        Green Belt or lean training/certification or equivalent experience is a plus

Language Skills:

The ability to read and comprehend complex, English instructions, correspondence, and/or memos is required with the capacity to write correspondence relaying findings or procedures.

        Strong verbal and written communication skills

Mathematical Skills:

Ability to perform the analytical mathematics demanded by both the ophthalmic and business functions is necessary. 

        Aptitude to perform these operations using standard units of measurement, distance, weight, volume, and monetary.

Reasoning Ability

Ability to think logically in following procedures and instructions

General problem solving abilities

Exhibit sound and accurate judgment and demonstrate accuracy and thoroughness

Essential Responsibilities related to Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time.  The associate is occasionally required to stand, walk, and reach with hands and arms.   The associate must frequently lift and/or move up to 50 pounds.  The noise level in this location is moderate (use of computers, printers and machines). Limit weight for lifting, pulling and pushing is no more than 50 pounds. When lifting loads heavier than 50 pounds, requirement is to use two or more people to lift the load. Ability to work varying schedules to include nights, weekends and holidays.

 

Activity

Amount of Time

 

None

Under 1/3

1/3 to 2/3

Over 2/3

Stand

 

 

 

X

Walk

 

 

 

X

Sit

X

 

 

 

Use hands to finger, handle, or feel

 

 

 

X

Reach with Hands and Arms

 

 

 

X

Climb or balance

 

X

 

 

Stoop, kneel, crouch, or crawl

 

 

X

 

Talk or hear

 

 

 

X

 

 

 

 

 

Essential Responsibilities related to Behavioral Characteristics:

Possesses Strong Attention to Detail

        Possesses Strong communication and negotiation skills

        Detail oriented and works with urgency and a high degree of accuracy

        Handles confidential and personal information appropriately

        Ability to tactfully handle stressful and difficult situations

        Possesses strong problem solving skills

        Utilizes customer service best practices to improve performance.

        Utilizes conflict resolution techniques to handle challenging situations

Ability to prioritize detailed tasks with minimal input to accomplish daily and long-term goals

.