Customer Satisfaction Analyst - Turn Time

Requisition ID:889698

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 seeking a proactive and detail-oriented Customer Satisfaction Analyst to support turnaround time performance and customer satisfaction in our lab. This role helps monitor order flow, analyze common delays, and assist in resolving service issues. The ideal candidate will work closely with the Customer Satisfaction team and lab staff to identify problems, communicate updates, and contribute to process improvements. This position is ideal for someone who thrives in a fast-paced environment and has an eye for operational details.

Key Responsibilities:

Order Flow Monitoring & Coordination:

• Track work-in-progress (WIP) through the lab's systems (e.g., LMS) to identify delayed, stuck, or at-risk orders.
• Escalate or coordinate resolution for issues such as missing cutouts, cancellations, or incomplete customer information.
• Tag and prioritize rush or sensitive orders in collaboration with team leads.

Issue Resolution & Communication:

• Support root cause identification for common order delays.
• Coordinate with customer service, lab, and quality teams to ensure timely resolution of service issues.
• Document key issues and follow-up actions in a structured way for team visibility.

Basic Analysis & Reporting:

• Assist in reviewing and summarizing order trends, delays, or breakage reports.
• Help maintain daily or weekly reports tracking turnaround time and service metrics.
• Provide data support to the Customer Satisfaction Manager or Analyst for larger trend analysis.

Process Support & Improvement:

• Participate in team huddles to review current turnaround challenges and priorities.
• Offer suggestions based on daily operations to help improve workflow and customer outcomes.
• Support training of new team members on order tracking procedures and service protocols.

Customer-Focused Support:

• Stay aware of key customer priorities and SLAs.
• Help ensure orders meet quality and timing expectations.
• Report any potential customer-impacting issues quickly and clearly.

Qualifications:

• High school diploma required; associate's degree or coursework in business, operations, or related field preferred.
• 1-2 years of experience in a production support, customer service, or operations coordination role.
• Familiarity with order tracking systems or manufacturing processes preferred.
• Strong organizational and follow-up skills.
• Comfortable working with data, spreadsheets, and reporting tools.
• Good communication skills and ability to work across multiple teams.

Physical Requirements:

• Ability to work on the production floor as needed to follow up on orders or resolve issues.

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.