Customer Service Representative-Optical Production

About Rochester Optical & RLab

About Rochester Optical

Founded in Rochester, New York in 1932, Rochester Optical has a long history of innovation in protective and prescription eyewear. Originally focused on tactical eyewear for the Armed Forces, aviation, and law enforcement, the company later expanded into civilian prescription eyewear manufacturing.

Today, Rochester Optical is an industry leader with a full-service optical lab, wholesale business, stock lens facility, and advanced wearable device solutions utilizing augmented reality technology. Headquartered in Rochester, NY, the company continues to expand its national and international presence.

Rochester Optical is also growing through new ventures, including Allegiant Eyewear, and Mask Optix, further strengthening its position as a forward-thinking innovator in the optical and eyewear space.

Learn more at www.RLab.com

Position Summary

RLab, our wholesale independent optical lab, are seeking a Customer Service Representative to deliver a high-quality customer experience across all communication channels, including phone, email, fax, web chat, and written correspondence.
 
This role supports both internal teams and external wholesale customers by assisting with order entry, order status updates, product information, pricing inquiries, account maintenance, and issue resolution. The ideal candidate has strong optical knowledge, excellent communication skills, and thrives in a fast-paced, customer-focused environment.

Essential Duties & Responsibilities

• Provide professional, accurate customer service to wholesale optical customers and internal partners
• Answer inbound customer service calls promptly while maintaining quality and efficiency standards
• Enter, update, and track customer orders; provide order status updates and follow-up as needed
• Respond to customer inquiries related to products, pricing, promotions, billing, and post-sale support
• Utilize multiple computer systems and customer management software to retrieve and update customer information
• Read, interpret, and apply optical specifications, SOPs, and product parameters
• Collaborate with internal departments (lab, production, shipping, sales) to resolve order issues
• Assist other Customer Service Representatives with technical or product-related questions
• Support department goals and contribute to a team-oriented customer service environment
• Perform additional duties as assigned by management

Skills & Competencies

• Strong optical knowledge, including the ability to read and understand optical technical material
• Excellent customer service skills with clear, professional telephone and written communication
• Strong attention to detail and accuracy in order entry and documentation
• Ability to manage multiple tasks in a fast-paced, high-volume environment
• Proficiency with Microsoft Office; experience with Salesforce or CRM systems preferred
• Ability to work independently while also collaborating effectively within a team
• Experience with multiline phone systems or PBX environments preferred
• Manufacturing or wholesale optical lab experience preferred

Education & Experience

• Demonstrable optical knowledge required
• 2+ years of customer service experience in a call center, retail optical, medical, or related environment
• High School Diploma or GED required

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the job. While this is intended to reflect the current job accurately, management reserves the right to revise the job or require other or different tasks to be performed as assigned.

Compensation & Benefits

Compensation is commensurate with experience.

Rochester Optical offers a comprehensive benefits package including:

• Medical insurance (Blue Cross/Blue Shield PPO and high-deductible plans with employer-sponsored HSA)
• MetLife Dental Insurance
• Company-paid life insurance and long-term disability
• Paid Time Off (PTO) and paid holidays
• 401(k) with annual company match
• Vision benefits

Equal Opportunity Employer

Rochester Optical is committed to equal opportunity employment and does not discriminate based on race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Reasonable accommodations will be provided as required by law.

EOE/M/F/Veteran/Disabled