Responds to, investigates and resolves any inbound customer requests and inquiries via phone, fax, mail, chat, instant message, and / or email in a timely & courteous manner, in particularreceives, records and routes customer orders and order changes in an appropriate manneranswers status requests on existing jobs and services in a timely and accurate mannermanages difficult customer situations in a calm and professional mannerProactively contacts customers to follow up on customer requests, orders and / or any further issues in a timely manner (outbound activities), in particularnotifies customers on any deviations from delivery or further commitments ahead of timemaintains assigned accounts and special tasksprepares documentationAssists internal stakeholders with inquiries related to accounts, products, services & status of ordersDocuments contacts, actions and responses in the provided toolsHelps to build customers’ interest in new products (lenses, coatings) and services Actively gathers feedback and drives continuous improvement of services and processes to increase efficiency and free up time for value adding customer service

Strong customer focus and customer service attitudeStrong verbal and written communication skillsExcellent interpersonal skills for professional interactions with customers and stakeholders from other VIS departmentsStrong ability to work in a fast-paced environment and under certain time pressure, high flexibility & adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations, and/or escalate to the appropriate management levelStrong problem solving, teamwork, and time management skills3 to 5 years of either customer service background & experience or optical background & experienceWillingness and ability to catch up on customer service and / or optical skills & knowledge (depending on individual background and experience)Solid Microsoft Office skills, in particular Excel and Word