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The overall objective of the department in which this position works is:

Resolve all issues and sunglass repair inquiries to exceed customer satisfaction. Provide professional and accurate service for sunglass products and repairs.

The major function of this position is:

To supervise, coordinate, motivate and create a department of individuals to maintain excellent repair service and 3-day turn-time in a professional friendly manner with excellent customer service as well as controlling the activities of the Repair Department.

The primary responsibilities and duties of this position are:

• To continually seek improvement in every aspect of the position and departmental functions and processes. Identify and solve problems, recommend, and implement process improvements.

• Track and monitor daily repair production. Analyze and prepare reports to monitor productivity. Provide appropriate feedback to Repairs Manager and employees.

• Implement and manage a quality control spot check program with department team leads on completed work. Provide constructive feedback and training to department team leads, as needed.

• Coordinate and organize staffing schedule for Repair Department.

• Assist with the training of employees on department standards, repair process and procedures.

• Resolve supervisor-level customer complaints, calls, and inquiries.

• Serve as go-to person for Repair Tech Leads and inquiries and questions. Serve as referral resource for customer service calls including problem resolution.

• Track and monitor the attendance of the Repair Dept. staff including vacations, over-time, and absences. Verify attendance is accurately documented.

• Compose and deliver employee performance reviews.

• Monitor tracking of lost or missing departmental repairs through the Internet and computer system.

OTHER RESPONSIBILITIES

• Develop and work with department leads in providing support and training for their teams to evaluate sunglass repair performance and follow-up with new and existing repair technicians for all on-going and new product training needs.

• Perform other work-related tasks as requested or required.

Hours: Monday - Friday, 6:30 AM - 3:00 PM

Desired Qualifications

As a guide, indicated below is the preferred education and experience for this position:

• Minimum 2 years supervisory experience.

• 2 years hands-on frames repair experience.

• High school graduate, 2 years college.

In lieu of education, the following equivalent experience is preferred:

• Extensive training in frames repair.

• Two years minimum supervisory experience.

Listed below are the particular skills preferred for this position:

• Ability to lead a team

• Outstanding Customer Service Skills

• Ability to work independently

• Dependable, responsible, high integrity

• Excellent verbal and written communication skills

• Microcomputer experience, including Micro Soft Excel and Word

• Strong business and organizational skills

• Software Experience

• Ability to evaluate and repair sunglasses

Work Shift:

1st Shift (United States of America)

Special Language Requirement (If Applicable):