Returns Technician

28 May 2019
24 Jun 2019
Contract Type
Full Time

This role is not in a traditional optician but is manufacturing based working in a team in the Returns Department of the leading glazing manufacturer in the West Midlands.


Main Function;

To provide a full service by providing both product and service information and resolving all issues in a timely and effective way.

Main Tasks and Responsibilities

” To resolve all returns queries in a timely, accurate and consistent manner by ensuring that glasses are analysed accurately and data from company MI systems is used to give the correct information and outcome.
” To ensure that departmental KPI’s are met on a daily/ monthly basis
” To provide when required, information of a technical nature regarding glasses and their manufacture
” When applicable, to supply advice on the dispensing of glasses in order to resolve queries from practice.
” To build rapport with the team with the outbound calls that are made to practice.
” To deal with inbound calls/queries in a polite and efficient manner – ensuring that the query is dealt with effectively and to the full satisfaction of the customer
” To build long term relationships with the customers
” Support and approach the Returns position with a ‘can do attitude’ always looking for a better way.
” To fully interact with the supply chain team across all of the relevant sites.
” To portray a professional image of the company at all times.
” To fully comply with all of the departmental standard operating procedures at all times
” To support the coaching and monitoring process within the Returns / Customer Service team and to ensure that calls made to store comply with all of the relevant criteria of the perfect call.
” To take responsibility for health and safety issues.
” This list is not exhaustive and you may need to carry out other duties within the remit of the role.
” Relationships

Knowledge and Experience

” Previous experience working within an optical workplace essential
” Previous Focimeter experience essential
” Detailed understanding of the optical manufacturing and glazing process
” Previous experience working within lens manufacturing or general manufacturing environment would be beneficial.
” An understanding of Health and Safety in the work place
” Proven people/customer service skills
” Skills and Abilities
” Ability to work as part of a team
” Ability to problem solve
” Exceptional attendance and time keeping record
” Excellent organisational skills
” Ability to work with attention to detail
” Ability to prioritise and work to deadlines
” Self-motivated & positive ‘right first time’ attitude
” Excellent written and oral communication skills
” Ability to builds good working relationships
” Ability to take a pro-active, adaptable and flexible approach to work
” Excellent listening skills
” Numeracy, literacy & IT skills

Education and Qualification

At least GCSE grade C or equivalent in English and Maths

Compensation for the role

The salary on offer is £18,000 basic with an increase to £18,250 upon completion of a 3-month probation period plus additional benefits.

Please call Inspired on 0121 778 6999 or text 07537417722 with your name and the vacancy reference for more information.

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