International Rx Customer Service Coordinator

at  Maui Jim Sunglasses

At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and “high touch” work environment that values the members of our ‘Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service.
If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim ’Ohana! Aloha~
The overall objective of the department in which this position works is:
To be a lean, high performance, customer-driven department comprised of people of the highest integrity and quality. Our goal is to achieve the highest levels of customer satisfaction and quality.
The major function of this position is:
Follow thru on all communications pertaining to lab orders* when information requires a change. lnvestigate orders that are delayed, stalled or cannot be processed, communicate this to core individuals.

Principle responsibilities and duties of this position are:

• Provide outstanding customer service to our internal and external customers.
• Order entry: enter Rx orders when needed, esp. those that are exceptional and found to be reviewed by other CS staff.
• Take care of orders that do not meet MJ production range standards & call accounts to discuss alternatives.
• Re-dos/Returns: take care of all issues brought to you by accounts or Brand Ambassadors regarding Rx. Start Re-dos where necessary. Troubleshoot issues with accounts. Communicate any (reoccurring) issues and follow up.
• Take calls from international MJ Optical specialists who have questions regarding Rx jobs processed in the German Lab and transmit to RX LabCoordinator for troubleshooting.
• Continually communicate progress, outstanding issues, and concerns with your supervisor.
• Continually analyze functions and make process improvements to ensure efficiencies.
• Receive daily communications regarding information for lab orders that requires changes. Track down orders and adjust to ensure customer satisfaction and quality.
• Communicate changes in orders and order status to all internal (Headquarter and international offices as needed).
• lnvestigate lab orders that cannot be processed due to error messages. Update orderwith accurate information and reprocess.
• Runner for the lab to locate/pull order information.
• Create and run test orders to ensure that requested orders can be accurately entered and processed.
• Process lab orders as needed in business software applications.
• Follow SOPs and standard reports and closely collaborate with Supervisor CS, Sec ond Level Support.
• Serve as liaison between international DC’s, Rx Customer Care and Rx Labs. Answer questions concerning orders, redo’s, parameters, errors, etc.(International duty) To effectively process, review and run reports for returned lab or ders.
• Work closely with internal teams to help resolve (including but not limited to) SAP, Vi- sion Star and Ship ERP errors for lab orders.
• Work with inventory department on frame/ lens replenishment and reporting.
• Track Patient Own Frame (POF) replacement usage.
• Enter breakage codes for orders.
• Collaborate closely and liaise frequently with international Rx QC team to ensure that SOPs and processes are aligned.

Other Duties:
Perform all other work-related duties as requested or required.
Special Physical Requirements:
Ability to stand or walk throughout the day.
Ability to communicate in a professional and courteous manner. Excellent Customer Service and phone communication skills.
Data entry and computer entry skills.
Fluent in both German and English (oral/ written)
Qualifications
As a guide, indicated below is the preferred education and experience for this position:
Trained Optician is a must
Customer service and optical experience.
Good level of English (oral/ written), minimum B2.
In lieu of education, the following equivalent experience 1s preferred:
Customer Service experience.
Listed below are the particular skills preferred for this position:
Attention to detail.
Strong customer service skills. Computer data entry skills.
Excellent organization skills
Ability to process information efficiently.
Work Shift:
Special Language Requirement (If Applicable):
English (Required), German (Required

• Provide outstanding customer service to our internal and external customers.
• Order entry: enter Rx orders when needed, esp. those that are exceptional and found to be reviewed by other CS staff.
• Take care of orders that do not meet MJ production range standards & call accounts to discuss alternatives.
• Re-dos/Returns: take care of all issues brought to you by accounts or Brand Ambassadors regarding Rx. Start Re-dos where necessary. Troubleshoot issues with accounts. Communicate any (reoccurring) issues and follow up.
• Take calls from international MJ Optical specialists who have questions regarding Rx jobs processed in the German Lab and transmit to RX LabCoordinator for troubleshooting.
• Continually communicate progress, outstanding issues, and concerns with your supervisor.
• Continually analyze functions and make process improvements to ensure efficiencies.
• Receive daily communications regarding information for lab orders that requires changes. Track down orders and adjust to ensure customer satisfaction and quality.
• Communicate changes in orders and order status to all internal (Headquarter and international offices as needed).
• lnvestigate lab orders that cannot be processed due to error messages. Update orderwith accurate information and reprocess.
• Runner for the lab to locate/pull order information.
• Create and run test orders to ensure that requested orders can be accurately entered and processed.
• Process lab orders as needed in business software applications.
• Follow SOPs and standard reports and closely collaborate with Supervisor CS, Sec ond Level Support.
• Serve as liaison between international DC’s, Rx Customer Care and Rx Labs. Answer questions concerning orders, redo’s, parameters, errors, etc.(International duty) To effectively process, review and run reports for returned lab or ders.
• Work closely with internal teams to help resolve (including but not limited to) SAP, Vi- sion Star and Ship ERP errors for lab orders.
• Work with inventory department on frame/ lens replenishment and reporting.
• Track Patient Own Frame (POF) replacement usage.
• Enter breakage codes for orders.
• Collaborate closely and liaise frequently with international Rx QC team to ensure that SOPs and processes are aligned