Job Description:

  • Customer Order Audit: Review customer orders for inaccuracies and inefficiencies, following up when appropriate.
  • Monitor SOPs: Make decisions using the Customer Facing Standard Operations Procedures to retain and appease customers.
  • Operational Process Improvement: Propose enhancements to existing tools and processes after identifying shortcomings of orders and agent errors.
  • Customer Contact: Possible customer contact by phone as well as working with a variety of internal teams to ensure timely resolution to customer inquiries.
  • Customer Care Overflow Assistance: Assist front line customer service teams with overflow of inbound customer contacts (emails and calls).
  • Quality Assurance: Operate an existing database to record identified shortcomings of front line agents to provide appropriate feedback to respective managers

Qualifications, Skills & Requirements:

  • Experience in Customer Service or a Call Center environment is preferred
  • High school diploma, GED or equivalent minimum education
  • Experience with MS Office applications (such as MS Word, MS Excel), email programs, and internet browsers
  • Excellent oral, written, and interpersonal communication skills
  • Excellent Customer Service skills
  • Willingness to learn
  • Demonstrated ability to work independently, as well in a group setting
  • Self-starter who is able to adapt to a changing environment

Additional Requirements:

  • Exemplary punctuality and attendance is required. Due to the seasonal nature of our business, all employees may be expected to work additional hours during peak seasons.
  • Must have the willingness to see customer issues through to resolution.
  • Required to provide answers, return calls and answer e-mails within current company communication standard.

Location - Northbrook, IL

Ecentria, LLC and its Companies are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Personal Information


Other Information

What most interests you about working for OpticsPlanet? What do you think is the most interesting product on Why?


Or copy and paste your resume/cover letter in plain text.

Additional Attachment

Comments/Other Relevant Skills

Any additional information you'd like to share with us?