Lab Premier Account Specialist (M-F 8:30am-5:30pm) JOB SUMMARY AND OBJECTIVE The Lab Premier Account Specialist is the primary resource and subject matter expert on luxury eyewear and customization and who takes ownership of designated lab premier accounts from job receipt through shipment. This role is an on-site position and is responsible for providing these accounts with a white glove service to include technical order review, account education, quality assurance, issue resolution, client communication, multi-platform order management, and end-to-end oversight of said designated lab premier accounts. ESSENTIAL FUNCTIONS - Acts as the dedicated, single point of contact for lab premier accounts, managing high-touch inquiries and building deep business relationships to include account education and training
- Conducts regular check-ins to proactively review account health, ongoing project statuses, and overall client satisfaction before issues arise
- Manages rush requests and manually pushes critical jobs through the lab to meet tight patient deadlines
- Acts as the primary trouble-shooter and identifies order resolution when technical lens issues, lab delays, or custom prescription problems occur
- Manages remakes and warranties with expedited handling, bypassing standard queues to minimize delay for the client's patient
- Delivers transparent, professional updates regarding delays or errors, offering technical alternatives or realistic timelines rather than generic automated messages
- Advises clients on lens capabilities, product availability, customization options and material boundaries including verification of frame and lens compatibility
- Walks the manufacturing floor daily to physically locate and track specific client job trays; collaborates directly with production and other departments as needed to resolve issues, and prioritize or expedite urgent orders
- Resolves intricate technical inquiries regarding prescription redo's, lens materials (e.g., progressive mappings, high-index constraints), and coating issues etc.
- Identifies and communicates potential delays, shipping updates, and technical lab consultations to clients before they become issues
- Builds expertise regarding PersonalEYEZ customization process and offerings
- Conducts quality control inspections and reviews, verifies, and validates complex optical orders and patient histories to catch prescription entry errors before they enter the manufacturing cycle
- Performs data/order entry across multiple platforms by utilizing on-site Lab Management Systems (LMS) and other platforms to meticulously log issues, track resolution metrics, and update client records
- Ensures compliance for lab premier accounts and escalates issues as necessary
- Owns the order for lab premier accounts from receipt of shipments to shipment verifications of completed orders, and confirmation of order receipt by customer
- Ability to work extended / overtime hours as business needs dictate
- Other duties as assigned
SUPERVISOR RESPONSIBILITIES None QUALIFICATIONS Required Qualifications - Minimum of a high school diploma or equivalent, or equivalent experience
- Exceptional verbal and written communication skills with a proven ability to handle high-stakes customer conflict calmly and professionally via telephone and/or email
- Strong PC and MS Office literacy with proven experience and knowledge of Lab Management Systems (LMS), order entry software and data entry platforms
- Two (2+) years of optical lab operations or high-volume optical retail lab environment and lab customer service experience
- Ability to adapt to change and unexpected demands of the business
- Ability to multi-task and utilize multiple systems wile performing on the job
Desired Qualifications - Three (3) to five (5) years of optical lab operations and lab customer service experience
- Associate’s degree in related field
- Strong familiarity with optical terminology, prescription metrics, and general ANSI lens standards
PHYSICAL DEMANDS While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception and the ability to adjust focus is required. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is predominately conducted indoors and may be occasionally conducted outdoors with varying environmental conditions. There may be some time spent operating a motor vehicle. Noise level is usually moderate. TRAVEL Minimal if at all For U.S. Candidates Compensation Range
The anticipated base salary range for this position is $18.25 Hourly. This represents the good-faith estimate of the compensation range at the time of posting. Actual pay will be based on job-related factors, which may include: - Geographic location
- Relevant experience
- Education and qualifications
- Job-related skills
- Internal equity considerations
- Applicable minimum wage laws
This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan. Benefits Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include: - Medical, dental, and vision insurance
- Life and group life insurance
- Voluntary supplemental life insurance
- Supplemental health benefits (critical illness, hospital, accident)
- Short- and long-term disability
- Paid family leave (where applicable by state law)
- 401(k) plan
- Tuition reimbursement
- Eyewear discounts
Time-Off Benefits Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws): - Paid vacation and/or sick time
- Paid holidays
- Birthday PTO
(Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.) Accessibility and Accommodations Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.
To request an accommodation, please email HR@abboptical.com and include your name and contact information so we can follow up promptly. Equal Opportunity Employer ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. International Candidates The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market. ABB031 |
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