Rx Customer Service Specialist

Kering Eyewear, part of the global Luxury group Kering, is the most relevant player in the Luxury Eyewear market segment. We design, develop, manufacture, and distribute eyewear that blends creativity, innovation, and quality. Our portfolio spans a wide range of iconic brands including Gucci, Cartier, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Valentino, Chloé, Alaïa, Montblanc, Dunhill, Puma, and our proprietary brands LINDBERG, Maui Jim, and Zeal Optics. By combining industry expertise with a commitment to sustainability, we help our brands redefine design and craft eyewear that captivates consumers worldwide.

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:

Ensure smooth & efficient RX order processing, offering comprehensive account and sales support, to facilitate future growth of the RX market and make superior customer service with Aloha our #1 goal throughout all other tasks.

The principle responsibilities and duties of this position are:

• Handle all RX specific customer service calls and respond to account inquiries, spreading the Aloha spirit and offering exceptional RX technical customer service support.

• Order entry: Enter all RX orders into VisionStar (lab software) and review 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.

• Receive and pack incoming RX and MyMaui completed jobs from our Peoria office, ready for shipping.

• Redo’s and Returns: Handle all issues from accounts and sales representatives, regarding RX products and orders, initiate redo’s where required and return defective or faulty product to Peoria within the required timeframe.

• Process RX returns sent from accounts and create credit notes with notes as required and determined by warranty and return guidelines, ensuring excellence in communication throughout credits processed.

• Troubleshoot any issues with accounts and patients. Communicate any reoccurring issues to RX team in Peoria, our head office, and provide feedback on quality assurance to the lab.

• 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.

• Complete all repairs and adjustments for RX and MyMaui products complying with warranty and repair guidelines, ensuring excellence in communication and customer service.

• Provide technical RX related support to sales and customer services representatives and accounts.

• Be the main contact in the Sydney office for the lab in Peoria, head office, meeting regularly with key RX team members, staying up to date with RX related news and updates.

• Continually analyse functions and make process improvements to ensure efficiencies.

• Continually communicate progress, outstanding issues, and concerns with your supervisor

• Provide sales and account support as well as assistance with RX related promotions and events.

• Perform other work-related tasks as requested or required. Back-up and assist the entire RX team as requested or required.

Work Shift: 

Special Language Requirement (If Applicable):

Salary is only one component of total compensation at Maui Jim! You will also gain an amazing benefits package. Rounding out our benefits and compensation is our Aloha culture work environment.

Benefits Included:

• Low Insurance Premiums on Medical, Dental, and Vision

• Flexible Spending Accounts

• Health Savings Accounts (with Company Match)

• Short Term and Long-Term Disability

• Voluntary Critical Illness, and Accident Coverages

• Tuition Reimbursement

• Paid Paternity and Maternity Leave

• Paid Time Off

• Paid Holidays

• Company Paid Life AD&D Insurance

• Voluntary Life & AD&D Insurance

• 401K Match

• Paid Bereavement

• Employee Assistance Program

The benefits listed above apply to U.S. roles and may vary by state or country.

Compensation and benefits are determined based on several factors, including job level, market location, job-related knowledge and skills, individual performance, and experience. All plans are subject to eligibility requirements.