Customer Satisfaction Analyst - Returns and Quality

Requisition ID:889703

Position:Full-Time

Total Rewards:Benefits/Incentive Information

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 and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new 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!

Job Summary:
We're seeking a detail-oriented and dependable Quality & Returns Customer Satisfaction Analyst to assist with tracking, reviewing, and helping resolve product quality concerns and customer returns. In this role, you'll support the customer satisfaction and quality teams by reviewing product returns, logging quality-related issues, and helping to identify patterns that may affect turnaround time, customer satisfaction, or production efficiency. You'll also support basic training activities and help standardize processes across the quality inspection team.

This role is ideal for someone who enjoys hands-on problem solving, working with data, and supporting continuous improvement in a manufacturing environment.

Key Responsibilities:

Returns & Quality Monitoring:

• Track and review customer product returns using internal systems.
• Assist with logging recurring issues tied to product quality or order accuracy.
• Help flag high-return accounts or frequently reported quality concerns.

Order Review & Issue Support:

• Support quality inspectors by helping to ensure consistency in inspection methods.
• Monitor returns for trends such as scratched lenses, incorrect Rx, or workmanship issues.
• Assist in initial Reference Inspector (RI) program setup and training.

Cross-Team Communication:

• Communicate findings or concerns to the quality and customer service teams.
• Help maintain coordination between the lab, customer service, and returns departments.
• Support follow-up with manufacturing or inspection teams when patterns emerge.

Basic Reporting & Documentation:

• Assist in maintaining dashboards, logs, and trackers related to returns and product quality.
• Prepare basic summaries of quality metrics or return patterns for internal use.
• Help maintain KPIs for quality and returns reporting.

Process Improvement Support:

• Support lab and customer service teams with small process changes to improve inspection and return handling.
• Help develop and maintain checklists, SOPs, and training documentation.

Training & Standardization:

• Assist with training inspectors and other team members on inspection processes.
• Support ongoing quality control activities and help standardize inspection stations.

Qualifications:

• High school diploma or equivalent required; additional training or coursework in quality, manufacturing, or data entry preferred.
• 1-2 years of experience in a manufacturing, quality control, or customer service support role.
• Familiarity with lab environments, optical products, or quality inspection processes is a plus.
• Comfortable using computer systems for data entry, tracking, and reporting.
• Strong attention to detail and organization.
• Good communication skills and a willingness to work cross-functionally.

Physical Requirements:

• Ability to work in and around a production environment, including standing, walking, or lifting light items.
• Visits to the lab floor for observation or follow-up on quality issues.

Pay Range: 18.83-28.16

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.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name 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.