Customer Service Representative-Optical Production

Rochester Optical • Rochester, NY

13d

About The Position

RLab, our wholesale independent optical lab, are seeking a Customer Service Representative to deliver a high-quality customer experience across all communication channels, including phone, email, fax, web chat, and written correspondence.

This role supports both internal teams and external wholesale customers by assisting with order entry, order status updates, product information, pricing inquiries, account maintenance, and issue resolution. The ideal candidate has strong optical knowledge, excellent communication skills, and thrives in a fast-paced, customer-focused environment.

Requirements

• Strong optical knowledge, including the ability to read and understand optical technical material
• Excellent customer service skills with clear, professional telephone and written communication
• Strong attention to detail and accuracy in order entry and documentation
• Ability to manage multiple tasks in a fast-paced, high-volume environment
• Proficiency with Microsoft Office; experience with Salesforce or CRM systems preferred
• Ability to work independently while also collaborating effectively within a team
• Experience with multiline phone systems or PBX environments preferred
• Manufacturing or wholesale optical lab experience preferred
• Demonstrable optical knowledge required
• 2+ years of customer service experience in a call center, retail optical, medical, or related environment
• High School Diploma or GED required

Nice To Haves

• Experience with Salesforce or CRM systems preferred
• Experience with multiline phone systems or PBX environments preferred
• Manufacturing or wholesale optical lab experience preferred

Responsibilities

• Provide professional, accurate customer service to wholesale optical customers and internal partners
• Answer inbound customer service calls promptly while maintaining quality and efficiency standards
• Enter, update, and track customer orders; provide order status updates and follow-up as needed
• Respond to customer inquiries related to products, pricing, promotions, billing, and post-sale support
• Utilize multiple computer systems and customer management software to retrieve and update customer information
• Read, interpret, and apply optical specifications, SOPs, and product parameters
• Collaborate with internal departments (lab, production, shipping, sales) to resolve order issues
• Assist other Customer Service Representatives with technical or product-related questions
• Support department goals and contribute to a team-oriented customer service environment
• Perform additional duties as assigned by management

Benefits

• Medical insurance (Blue Cross/Blue Shield PPO and high-deductible plans with employer-sponsored HSA)
• MetLife Dental Insurance
• Company-paid life insurance and long-term disability
• Paid Time Off (PTO) and paid holidays
• 401(k) with annual company match
• Vision benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED