Lab Expeditor, Customer Service
Who We Are
Born from a mission to make prescription eyewear affordable and accessible to everyone, Zenni Optical has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we’ve grown into a global brand with over 51 million pairs of glasses sold — and counting!
Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster Jam, Ghost Gaming, TSM, Major League Pickleball and more. We've also partnered with tastemakers and designers like Chase Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in bold, meaningful ways.
Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™ glasses to our cutting-edge VR Vision Screener, we're constantly exploring new ways to improve vision and enhance lives. For more information, please visit zenni.com/press.
Candidate safety is important to us. Please note that all official communication will only be sent from @zennioptical.com addresses.
About the Role
This role is a critical part of Zenni's award-winning Customer Service team. The Lab Expeditor supports vital initiatives for a seamless customer engagement experience and champions the interests of Zenni customers by ensuring high-quality and consistent service. This person also serves as a liaison between the Customer Service department and the onsite Inspections team in Obetz, Ohio.
Shift Options: This position offers two shift schedules:
- (weekday) Monday - Thursday, 7:00 a.m. – 5:30 p.m.
- (weekend) Friday - Sunday, 6:30 a.m. – 6:30 p.m.
Please indicate your preferred shift and availability in your application.
Compensation: $17 - $19/hour (based on applicable experience)
Responsibilities:
- Resolve customer issues identified by the lab. The resolution includes but is not limited to self-resolution through research and/or direct customer contact.
- Identify process improvements relating to inspections.
- Queue management of return to sender orders and inspections order
- Collaborate with the shipping team on issues affecting customers and review orders with shipping issues where outreach and/or refund is needed.
- Serve as the point of contact on the Customer Service team to address internal questions between our global CS team.
- Collaborate with the inspections team on best practices for shipping and expediting orders.
- Resolve escalations and maintain ongoing operational processes.
- Proactively reach out via email and voice to customers for those who faced a negative experience during a service interaction.
- Manage the end-to-end returns process, including the physical receipt of products, accurate data entry into tracking systems, and maintaining organized inventory to ensure timely customer resolutions
Basic Qualifications:
- Proficient in Google Suite and comfortable working with different technologies.
- Ability to work on a weekend shift.
- Strong aptitude for engaging with customers and providing service.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and ability to think creatively.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Strong attention to detail and organizational skills.
- Ability to work independently and in a team environment.
- Ability to build and maintain customer relationships (internal and external)
Preferred Qualifications:
- Willingness to work rotational and weekend shifts as needed
U.S. Perks & Benefits:
- Annual Bonus Program
- Healthcare: 100% premiums covered for medical, dental, and vision for employees (50% for dependents)
- Basic Life and AD&D with option for additional voluntary coverage
- Short and long term disability coverage
- 401k with up to 4% match
- EAP and Spring Health that gives you and dependents access to free therapy and coaching
- Free access for you and your family to our digital wellness platform - Wellness Coach
- 3 weeks of PTO with sick days
- Fully Paid Parental Leave - 16 weeks for birthing and non-birthing parents
- Family forming & fertility support and services through Maven
- Annual Zenni Gift Card - to use towards our products!
Compensation
In addition to other forms of compensation like perks and benefits, the estimated range for this role is $17-19 /hour. The final offer will be determined based on permissible, non-discriminatory factors such as skill set, experience, geographical location, market conditions, and other organizational needs. The Company reserves the right to change, modify, or revisit the salary range for various reasons including business needs.
We look forward to hearing from you!
We strive to build a diverse team of individuals with a broad range of experience and perspectives. We encourage you to apply even if you don’t feel you meet all the qualifications.
Zenni Optical is an equal opportunity workplace and considers applications without regard to race, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, disability, or Veteran status.We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.