Customer Satisfaction Analyst - Escalations

Requisition ID:889705

Position:Full-Time

Total Rewards:Benefits/Incentive Information

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 and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

Job Summary:
We are looking for a reliable and detail-oriented Customer Satisfaction Analyst to assist in tracking, reviewing, and helping resolve customer service and order and quality-related escalations. In this role, you'll help ensure escalated issues and See4C tickets are investigated, and followed up with the appropriate teams and actions are taken. You'll also support communication with the Customer Service team to ensure prompt updates are provided to customers. This role is a key support function in improving the customer experience and keeping orders on track.

This position is ideal for someone who is solution-focused, enjoys working with others to fix problems, and can manage follow-ups across multiple departments.

Key Responsibilities:

Escalation Tracking, See4C Tickets & Order Review:

• Monitor and track escalated customer service, See4C tickets and order issues through internal systems.
• Review escalated orders and See4C tickets for issues like delays, incorrect product details, or quality concerns.
• Ensure Customer Service receives updates within 24 hours to close the loop with the customer.

Issue Support & Coordination:

• Assist with basic root cause research for recurring escalation types and See4C tickets
• Work closely with the lab, order management, and customer service teams to coordinate resolution of escalated cases and See4C tickets
• Flag critical or repeat issues for review by the Customer Satisfaction Manager.

Cross-Team Communication:

• Help maintain smooth communication between departments involved in escalation resolution.
• Coordinate with relevant contacts to ensure timely fixes are implemented.

Basic Reporting & Documentation:

• Keep accurate notes and logs for each escalated case to support trend identification.
• Assist with preparing weekly summaries or updates on open and resolved escalations.

Process Support:

• Support team efforts to improve the escalation process by sharing observations or patterns seen during daily work.
• Participate in team huddles and provide input on potential improvements or training needs.

Qualifications:

• High school diploma or equivalent required; additional coursework in business, operations, or quality a plus.
• 1-2 years of experience in customer service, production support, or order fulfillment roles.
• Experience handling escalations or customer complaints is a plus.
• Strong organizational skills and attention to detail.
• Good written and verbal communication skills.
• Comfortable using internal systems and tracking tools.

Physical Requirements:

• Ability to work in a manufacturing environment and visit the production floor occasionally.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.