Returns Processing Operative

WHO WE ARE

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.

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

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Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible!

Position: Returns Advisor

We are seeking a detail-oriented Returns Advisor who is passionate about providing excellent quality products and outstanding customer service. This role is based on-site in Thornbury and involves managing customer expectations with technical knowledge of product manufacturing capabilities and limitations.

Our returns team will help you develop a broad technical knowledge spanning our product portfolios, manufacturing and glazing processes, optical tolerances & regulations, and internal systems. Your keen eye for detail and eagerness to learn will ensure your success.

Main Responsibilities

1. Use Essilor systems to locate, review, and register customer return orders.
2. Assess returned spectacle lenses.
3. Visually inspect and analyze returned lenses and customer orders to identify manufacturing, glazing, or service faults.
4. Process warranty claims, commercial agreements, and customer errors following internal guidelines and T&C’s.
5. Process return orders (Remake/Credit/Edge & Fit/Return Unactioned).
6. Provide effective outbound telephone support to customers, offering solutions and support based on assessment findings.
7. Monitor and respond to inquiries via See4C Helpdesk and email.

Main Requirements

1. High standards of attention to detail, organization, and the ability to assess lenses both visually and digitally in a timely manner.
2. Strong problem-solving skills, initiative, and escalation capabilities.
3. A positive, proactive attitude.
4. Excellent telephone manner and communication skills—confident, calm, and clear.
5. Proficient PC, data entry, and administrative skills.
6. Ability to work independently and as part of a team.
7. Educational qualifications including Maths and English.

Desirable Skills and Experience

1. Previous customer service experience.
2. Optical background, especially with Essilor products and lens/frame knowledge.
3. Understanding of optical defects and lens issues.
4. Experience with AS400, SAP, See4C systems.
5. Demonstrable high standards, organizational skills, and attention to detail.

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