Customer Service Specialist

Customer Service Specialist

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, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.

The VisilabGroup, part of the globally operating company EssilorLuxottica, is the No. 1 optician in Switzerland with the brands Visilab, Kochoptik, McOptic, and Linsenmax, and 170 stores.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Customer Service Specialist (Return & Inventory Operations)

The Return & Inventory Operations Specialist is responsible for managing end-to-end return processes, inventory control, and SAP transactions related to returned, repaired, and replacement products. This role supports quality assurance through defect analysis and reporting, ensures accurate inventory management across multiple channels, and handles return-related customer inquiries. The position requires strong operational accuracy, hands-on SAP experience, and effective communication with internal and external stakeholders.

Key Responsibilities

• Facilitate monthly sales closing related to returns
• Manage inbound goods for return and repair processes
• Review returned goods and process return, replacement, and substitution transactions in SAP
• Process replacement claims accurately and in compliance with internal policies
• Manage inventory of returned frames from DOM
• Manage inventory of returned frames and AFA products from the Sports channel
• Manage inventory from substitution returns and record movements in SAP
• Manage inventory at destroy locations, ensuring proper tracking and disposal control
• Prepare for and support annual inventory audits
• Analyze product defects and return reasons
• Prepare regular and ad-hoc reports on defects, return trends, and inventory status
• Identify recurring issues and support process improvement initiatives
• Handle return-related inquiries via phone calls
• Coordinate with internal teams (Sales, Finance) to resolve return issues

Required Qualifications

• Mid-level experience (3–7 years) in operations, sales support, or inventory management
• Hands-on experience with SAP-based return and inventory transactions on a regular basis
• Practical experience in at least one of the following: returns, exchanges, or inventory management
• Strong understanding of operational logic and process flows
• Experience in phone-based customer service communication (must be comfortable handling calls)
• Proficient in Excel for data management and reporting

Preferred Qualifications

• Customer service experience in the optical or frame(eyewear) industry
• Experience supporting inventory audits
• Experience in QA, defect analysis, or quality-related reporting
• Experience working in a multi-channel or matrix organization
• Basic-level English communication skills