Rx Customer Service

_At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and "high touch" work environment that values the members of our 'Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service._
- If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits, and our Maui Jim 'Ohana Aloha~_

The major function of this position is:
To manage and control all existing and future processes of the Rx program to insure the best quality standards of all Rx product is inspected, delivered in a timely manner to exceed all expectations of customer satisfaction domestically and internationally.

The essential responsibilities and duties of this position are:

- To continually seek improvement in every aspect of the position and departmental functions. Identify and solve problems, recommend and implement process improvements.
- From time to time provide training to sales representatives and accounts on the Maui Jim RX program, develop sessions for the Sales Meetings on RX and occasionally conduct account site visits with sales representatives.
- Manage and supervise the Rx Customer Service team. Conduct employee performance evaluations. Provide feedback to employees in regards to strengths/accomplishments/improvements/problems and compliance with established KPIs.
- Leverage knowledge of RX & customer service programs to lead associates to meet and exceed business expectations and provide the highest level of customer service.
- Hiring, orientation, and training of employees to department standards and procedures. Continuously monitor training performance of employees to insure quality.
- Conduct regular department meetings to communicate new developments, encourage employee feedback, coordinate activities, discuss process improvements, and modify procedures.
- Track and monitor daily call and production volume. Analyze and prepare reports to monitor productivity. Provide appropriate feedback to management and associates.
- Develop and perform regular process audits within the department to ensure correct procedures are being followed. Provide in the moment coaching and training to representatives to ensure calls are handled with professionalism, empathy and accuracy. Create action plans where process is not consistent with expectations
- Track and monitor the attendance of the team including vacations, over-time, and absences. Coordinate and organize staffing schedule for the team to ensure service levels are consistently met. Verify attendance is accurately documented.
- Provide assistance with Rx order entry into VisionStar (lab software) reviewing RX orders to ensure Maui Jim production range standards are met and where required, call accounts to discuss cases where the prescription is not correct and to offer alternatives.
- Provide support to accounts and sales representatives, regarding RX products and orders, initiate redos where required and return product to Peoria within the Return and Redo guidelines and required timeframe.
- Oversee and support the Rx returns process issuing credit notes as required and determined by warranty and return guidelines. Ensuring excellence in communication throughout credits process.
- Oversee and support all repairs and adjustments for RX and MyMaui products complying with warranty and repair guidelines, ensuring excellence in communication and customer service.

OTHER RESPONSIBILITIES
- Develop and maintain product knowledge document/manual for reference.
- Perform other work-related tasks as requested or required.

Work Shift:
Special Language Requirement (If Applicable):