Job Description

Requisition I D : 920687 
Store #:  E00860 Ops - Customer Svc - Admin FIELD 
Position : Full-Time 
Total Rewards:  Benefits/Incentive Information

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital 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!

GENERAL FUNCTION

Consult directly with doctors on new patient contact lens selection, design and fitting, and resolve fitting problems on existing patients for highly regulated products and environment, including 21 CFR 820 and ISO 13485. Employee makes recommendations to doctors by examining instrumentation files/pictures/videos provided by the doctor. Manage all correspondence with the doctor to ensure customer satisfaction. Input technical specifications/parameters into computer system and apply business principles and judgment to troubleshoot doctors’ concerns. Provide other staff with lens fitting and problem resolution. As required, visit accounts to conduct in-office training or assist with difficult contact lens fits.

MAJOR DUTIES AND RESPONSIBILITIES

• This role requires strong attention to detail, excellent communication skills, and technical troubleshooting abilities to support patients with various eye conditions. The employee impacts both revenue and patient ocular health, managing customer accounts ranging from individuals to large corporations.
• Key responsibilities include conducting 40-70 daily customer contacts, offering technical support, entering orders, handling inquiries, and ensuring customer satisfaction. The role generates over $1 million in revenue and directly influences customer loyalty. The employee also assists with lens fitting, coordinates customer surveys, and provides training.
• Handle incoming calls from customers requiring technical assistance with contact lens products.
• Participate in sales activities, manage specific accounts, stay updated on market developments, and provide guidance to less experienced employees.
• Coordinating customer surveys, providing feedback on products, clinical performance, and troubleshooting, as well as conducting training and attending industry events. The role involves outbound sales calls, follow-ups to ensure satisfaction, and managing accounts for growth and profitability.
• Stays updated on market trends, collaborates on new designs, and provides technical guidance to less experienced staff. They also maintain a clean work area, follow safety protocols, ensure compliance with company policies, and maintain confidentiality. The role requires teamwork, meeting deadlines, and maintaining high work quality.

BASIC QUALIFICATIONS

• High school diploma, GED, or equivalent
• Active NCLE certification with ongoing specialized training and continuing education
• 6-8 years of contact lens consulting experience, or a combination of relevant education and experience
• Must possess and maintain a valid driver’s license
• Ability to travel infrequently via auto or plane
• Organized and detail-oriented
• Strong verbal and written communication skills
• Reading and numerical/mathematical accuracy for order entry
• For international roles, bi-lingual language skills are required

PREFERRED QUALIFICATIONS

• Optical Experience

This posting is for an existing vacancy within our business. 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.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, 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.

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