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Single Point of Contact (SPOC) – Regional Lens Fitting Center Position Overview The SPOC – Regional Lens Fitting Center serves as the central liaison between regional retail clients, sales representatives, HO ops team, regional admin and internal lab fitting, qc and dispatch teams. This role is responsible for end-to-end order tracking, managing prescription fitment queries, technical issue resolution, and ensuring the timely delivery of high-quality edged and fitted spectacle lenses within regional SLAs.

Key Responsibilities

1. Order Coordination & Tracking

- Serve as the primary operational link between optical retail clients and the fitting lab for all spectacle lens orders

- Track high-priority, complex, or customized fitment jobs (e.g., high value frames, high priority orders) from frame receipt to final edging and mounting.

- Provide real-time order status updates, expected turnaround times (TAT), and dispatch details to clients as well as HO team.

1. Escalation & Quality Issue Resolution

- Handle escalations related to lens breakage during fitment, coating defects, prescription non-adaptation, or delayed dispatches, and provide RCA

- Process job redos, lens remakes, and warranty returns efficiently by logging root causes (e.g., edging mismatch, axis deviation, frame breakage) and coordinating with quality control teams at HO.

1. Inventory & Logistics Liaison





• Coordinate frame arrivals from retail accounts and ensure proper tagging and tray assignment for the fitting line.
- Work with inventory management to monitor finished lens stock, edging machine consumables, and frame mounting consumables to prevent line downtime.

- Oversee courier as well as Delivery boy schedules to guarantee punctual daily deliveries to optical stores.

1. Client Relationship & KPI Reporting

- Conduct routine check-ins with key regional optical accounts to gather feedback on fitment quality, mounting finish, and service speeds.

- Track operational metrics including Fitment TAT, Reprocess Rate %, Lab Breakage %, and On-Time Delivery (OTD) performance.

Key Requirements & Qualifications

- Education: Graduate degree in any discipline, with knowledge to operate computer applications.

- Experience: 1–2 years in the optical industry or similar industry with experience to handle a team

Technical Knowledge:

- Familiarity with lensometer operations, automatic edgers, frame tracing equipment, and Rx verification techniques.

Soft Skills & Systems:

- Excellent written and verbal communication skills for handling optical store owners and lab engineers.
- Hands-on experience with Microsoft Excel o Solid problem-solving ability under daily operational delivery pressure.

📌 Branch In-charge (Nagpur)
🏢 GKB Hitech Lenses Private
📍 Nagpur